IVR Development Manager
IVR Development Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Who We Are
Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a valuesdriven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.
We Take Care of Our People
Medical Dental and Vision plans that include nocost and lowcost plan options
Immediate 401(k) matching and vesting
Vehicle purchase and lease discounts plus monthly vehicle allowances
Paid Volunteer Time Off with company donation to a charity of your choice
Tuition reimbursement
What to Expect
The IVR Development Manager is responsible for designing developing and supporting IVR systems that facilitate efficient communication between our customers and our business. Responsibilities include enhancing delivering and maintaining Interactive Voice Response (IVR) platforms that align with business goals while proactively mitigating risk. This role will manage and oversee outsourced IVR developers to validate design solution effort feasibility functionality and best practice is followed.
What You Will Do
1. Design Testing Integration:
Design and develop IVR applications integrating other technologies such as Google Dialogflow Alvaria Chatbot NICE Technology EDW/Reporting and UCCE suite of applications.
Integrate solutions with backend systems and databases languages and platforms such as Java VXML Call Studio and SQL.
Perform unit functional and integration testing of IVR applications. Collaborate with QA and Digital Team during product lifecycle development.
Integrate speech recognition and texttospeech/text to speech technologies.
Maintain and update existing IVR systems to ensure high availability and performance.
Document technical designs system workflows and process improvements.
2. Project Management:
Lead the planning and completion of IVR projects and operations ensuring stability and availability and delivery of solutions on time and within budget.
Provide technical IVR leadership and guidance to project teams maintain documentation ensure that technical solutions meet business requirements.
3. Technical Solutions:
Collaborate with architects and other technical experts to design robust IVR solutions while mitigating risk ensuring deliverables meet quality standards.
Understand business requirements and expectations to develop technical solutions.
Resolve issues related to IVR applications and infrastructure including integration components and IVR call flow/code.
Work closely with crossfunctional teams including business analysts QA engineers and project managers to meet business requirements.
4. Resource Management:
Manage resource allocation of technical resources vendors and ensure effective use of skills and expertise within the team.
Validate design solution effort feasibility functionality and best practice is followed
What You Will Bring
Minimum 57 years progressive experience managing IVR systems including the design analyzes and optimizing Call Center call flows. and developing end to end IVR solutions particularly Cisco UCCE platforms version 12.x and above.
Experience working with tools (i.e. Call Studio/CVP Studio MS Office MS Visio MS Project) required.
NLU experience preferably with Google Dialog Flow NLP
experience using CVP studio/Call Studio
Experience with Finesse CUIC CCMP PG CVP VXML Java J2EE SOAP REST APIs SQL
Document/Update call flow and IVR business process
Experience working with ServiceNow is preferred
Bachelors degree in Computer Science Information Technology or a related field.
Cisco UCCE certification Agile training Cisco CVP Development Training a plus.
Strong experience with IVR development platforms (e.g. Cisco)
Strong communication & interpersonal skills.
Excellent problemsolving and analytical skills.
Ability to lead a team of outsourced IVR developers.
Demonstrated strong troubleshooting skills with Cisco UCCE platform to troubleshoot and optimize system performance
Ability to integrate technologies such as NLU into Cisco UCCE/IVR platform.
Proficient in Cisco UCCE suite of applications.
Understanding of Alvaria Dialer Nice Call Recording and Google DialogFlow.
Proven experience collaborating with cross functional teams and business stakeholders.
Work Environment
Employees in this class are subject to extended periods of sitting standing and walking vision to monitor and moderate noise levels. Work is performed in an office environment.
The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.
California Privacy Notice
This notice only applies to our applicants who reside in the State of California.
If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .
Required Experience:
Manager
Employment Type
Full-Time
