Job Description

Location options are Coimbatore, Chennai, Pune and Bangalore.

Rate :- 160K/M

exp :- 8 + years 

Job Description

Sr. IVR Developer will develop and support DTMF and Voice BOTs to meet the overall goal of the business and program. This role is part of a large transformational program team that will enable many lines of business in the enterprise. It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities.

· This role covers both Development and Support.

· Build / Develop / Support DTMF and Conversational IVRs (Integrated Voice Response) BOTs and perform unit / component test aligned to business needs and in accordance with technology architecture standards

· Identify and address any issue that affects the integrity of the application (e.g. cross-capability/release issues)

· Collaborate and interact directly with design, business and technology partners. Covers technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance

· Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding

· Continuously enhance knowledge / expertise in own area and keep current with leading-edge technologies, emerging trends/developments and grow knowledge of the business, applications, infrastructure, analytical tools and techniques

· Performs complex to difficult technical tasks independently and resolves highly complex and multifaceted development related problems

· Ensure design leverages existing reusable components, traces back to business requirements, and that new modules are designed with reusability in mind

Requirements

· Undergraduate Degree or Technical Certificate (Graduate degree preferred)

· 4+ years of experience in DTMF IVR application development in CVP (Contact Center)

· Relevant technologies include but are not limited to:

- Cisco Call Studio / Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat, etc.

· Java development with client backend integrations (HTTP REST APIs, oAuth2, XML Web Services, MS SQL Server)

· Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS ,Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop)

· Experience in Voice BOT development (Google Dialogflow, Microsoft etc) is nice to have

· Experience in Analysis of speech, speech repair and fine tuning of NLU is a plus

· Understanding of AWS, Google Cloud and Microsoft Azure is a plus.

· High comfort level in leading the build / support (7/24/365) of highly complex and/or comprehensive applications/systems

· Familiarity with tools like JIRA, Cyara and Confluence

· Strength in identifying root causes and implementing targeted and controlled remediation plans

· Strong verbal and written communication skills are essential

· Self-motivated team player with high energy and ability to work independently as well as within a team

· Hands-on experience with various SDLC including waterfall, specially agile

· Experience working within a large-scale Financial Enterprise environment

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Do

1. Instrumental in understanding the requirements and design of the product/ software

• Develop software solutions by studying information needs, studying systems flow, data usage and work processes
• Investigating problem areas followed by the software development life cycle
• Facilitate root cause analysis of the system issues and problem statement
• Identify ideas to improve system performance and impact availability
• Analyze client requirements and convert requirements to feasible design
• Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements
• Conferring with project managers to obtain information on software capabilities

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2. Perform coding and ensure optimal software/ module development

• Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
• Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
• Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
• Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
• Ensuring that code is error free or has no bugs and test failure
• Preparing reports on programming project specifications, activities and status
• Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
• Compile timely, comprehensive and accurate documentation and reports as requested
• Coordinating with the team on daily project status and progress and documenting it
• Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders

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3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution

• Capturing all the requirements and clarifications from the client for better quality work
• Taking feedback on the regular basis to ensure smooth and on time delivery
• Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
• Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
• Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
• Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
• Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
• Timely Response to customer requests and no instances of complaints either internally or externally

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Deliver