Telephony Engineer

IVR Developer

IVR Developer for a financial organization.

Location: Tel Aviv (Hybrid)

Responsibilities:

• Development and maintenance of voice applications (IVR) in a Genesys GVP environment using Genesys Composer.
• Building, maintaining, and optimizing call routing strategies within the Genesys system, with a deep understanding of the routing model, queues, skills, rotation, timing, and agent availability.
• Designing voice solutions and customized routing processes based on business requirements, connecting customers, agents, and information systems.
• Supporting call center processes including routing, CTI, call recordings, ANI/DNIS recognition, data-driven and dynamic routing.
• Integration with third-party systems such as CRM, TTS/ASR, SQL/MongoDB, and enterprise information systems.
• Developing REST/SOAP-based interfaces and using technologies such as VoiceXML, GRXML, and ECMA/JavaScript.
• Supporting the transition to Genesys Cloud while maintaining hybrid (on-prem & cloud) operational requirements.
• Ongoing collaboration with IT teams, service centers, infrastructure, and project teams.

Requirements (Must-Haves):

• Proven experience with Genesys and cloud platforms – mandatory.
• Hands-on experience developing IVR applications using Genesys GVP and Composer.
• Practical experience in developing and implementing routing strategies in Genesys (Routing Strategy, IRD or equivalent).
• In-depth understanding of call center environments: queues, call routing, skills, CTI.
• Proficiency in JavaScript and SQL – for logic development, data queries, and database integration.
• Proficiency in VoiceXML, ECMA Script, XML/JSON, HTTP/S.
• Experience integrating with CRM systems and TTS/ASR engines.

Advantages:

• Experience with Genesys Cloud (Architect) – including flow development and understanding of cloud architecture.
• Experience with CI/CD processes, Jenkins, Git, Docker.
• Additional knowledge in Java or Python.
• Experience in migration projects from on-prem to cloud environments.
• Familiarity with Genesys monitoring and logging tools.