Sr. Voice SME / Developr

JD for Voice SME / Developer

Location: Houston, TX (Onsite)

Key Responsibilities

Design and develop

IVR call flows

for inbound and outbound customer journeys.

Develop and deploy

AI-powered Voice Bots

for customer self-service and automated calling.

Build conversational workflows using

ASR, TTS, NLU/LLMs, and dialogue management .

Develop integrations with

REST APIs, webhooks, CRM systems, databases, and enterprise applications .

Design bot-to-human escalation while passing on the relevant customer and conversation context.

Troubleshoot

SIP/telephony, API, webhook, call-flow, and voice-quality issues .

Monitor production IVR and voice-bot applications and resolve incidents.

Analyze call logs, transcripts, and bot performance to improve containment and customer experience.

Work closely with Product Managers, Solution Architects, QA, Telecom, and AI/ML teams.

Develop automated test scenarios for IVR and voice-bot journeys.

Ensure solutions comply with security, privacy, recording, and telecom requirements.

Required Technical Skills

8+ years of experience in

IVR, telephony, contact-center, or voice application development .

Hands-on experience with

Exotel

or comparable platforms such as Twilio, Amazon Connect, Genesys, NICE, Cisco, Five9, or Avaya.

Strong understanding of

IVR, DTMF, PSTN, SIP, RTP, call routing, call recording, and call transfers .

Experience developing

voice bots/conversational AI .

Practical knowledge of

ASR, TTS, NLU, LLMs, prompt engineering, and conversation flows .

Strong programming skills in

Python, Node.js, Java, or similar .

Experience with

REST APIs, JSON, webhooks, databases, and microservices .

Experience in integrating voice platforms with

CRM and backend systems .

Knowledge of cloud platforms such as

AWS, Azure, or GCP .

Strong debugging, troubleshooting, and production-support skills.

Preferred Skills

Experience with

OpenAI or other LLM-based voice agents .

Experience with

real-time/streaming audio, WebRTC, streaming ASR/TTS, and low-latency voice applications .

Familiarity with Dialogflow, Amazon Lex, Rasa, Microsoft conversational platforms, or equivalent.