Total-TECH Co.
” The Job Description”
- Design, develop, and implement Interactive Voice Response (IVR) systems using best practices and industry standards.
- Collaborate with stakeholders to gather requirements for IVR applications, understanding the overall user experience and business objectives.
- Utilize scripting languages to create IVR workflows, including call routing, prompts, and integrations with backend systems.
- Monitor and optimize IVR performance, analyzing call flow data to enhance user satisfaction and operational efficiency.
- Troubleshoot and resolve technical issues related to IVR functionality and performance.
- Work closely with telephony vendors to implement and maintain telecommunication systems related to IVR solutions.
- Document IVR development processes, system architecture, and user guides for ongoing support.
- Stay current with emerging technologies and trends in IVR and telephony systems.
Requirements:
- 6+ Years of Experience.
- Skills in designing, developing and implementing Cisco CVP (Customer Voice Portal) & ICM IVR scripts.
- Scripting knowledge for creating a new call flow and should have good understanding in the modification of existing scripts.
- Knowledge in the following areas: Call Control, Multimedia Contact Centers, Skillgroup & agent mapping, and IVR Scripts.
- Technical understanding in VXML, SSML, XML, JAVA, JavaScript, Rest APIs, Portals, Database architecture, etc.
- Support and maintain existing ICM applications – troubleshoot and fix defects, perform maintenance activities.
- Java/JEE development experience.