Interactive Voice Response (IVR) Application Developer, Senior

Description

Your Role

As an Application Developer you will support our Interactive Voice Response (IVR) system as we upgrade to next generation customer service tools and contact center products. In this role you will be responsible for maintaining and enhancing the enterprise IVR system which offers self-service capabilities and serves as the entry point into the contact center.

Responsibilities

Your Work

In this role, you will:

Be responsible for the development of enhancements to BSC’s enterprise Interactive Voice Response (IVR) system

Implement speech recognition menus using directed, and natural language models

Develop and maintain RESTful web services used by the IVR

Implement routing and automation scripts for the Genesys PureCloud contact center

Support Quality Assurance and User Acceptance Tests

Troubleshoot production IVR issues

Support production deployment of IVR code

Adopt and apply software engineering concepts and processes to software development

Provide input to designs and technical specifications

Develop user interfaces and application programs using the technical specifications and design documents provided

Tests, debugs, and maintains code according to the technical specifications

Provide knowledge transfer to less experienced staff

Qualifications

Your Knowledge and Experience

Requires a bachelor's degree, preferably in Computer Science, Information Systems or similar, or equivalent experience

Requires at least 5 years of prior relevant experience

Experience working as an IVR or contact center developer preferred

Experience with Java and Python or other scripting languages

Experience developing and consuming web services preferred

Familiarity with the Azure cloud environment is a plus

Strong technical, analytical, and interpersonal skills

Superior attention to detail with excellent written and verbal communication skills

Excellent problem solving, research, and follow-up skills

Self-motivation and ability to work independently

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