IVR DEVELOPER

About the Role

VR programmer for the development and maintenance of Avaya-based telephony systems. The role includes working closely with call center teams, developing advanced call scripts, performing integrations with external systems, and intensive writing in SQL to work with corporate databases.

The role involves the development and maintenance of IVR scripts in Avaya Experience Portal (AEP) or Avaya Orchestration Designer.

Responsibilities

• Development and maintenance of IVR scripts in Avaya Experience Portal (AEP) or Avaya Orchestration Designer
• Characterization and implementation of complex voice processes for service and sales centers
• Working with databases (SQL Server): writing queries, Stored Procedures, data analysis
• Integrating the IVR with CRM/ERP systems and Web Services
• Analysis of faults, troubleshooting, and continuous improvement of existing processes
• Producing advanced reports and statistics on IVR activity

Qualifications

• At least two years of experience in IVR development, with an emphasis on Avaya AEP / OD

Required Skills

• Excellent command of SQL - including writing complex queries and optimization
• Experience working with Web Services (SOAP / REST)
• In-depth understanding of telephony, SIP and VoIP processes
• Ability to work independently in a dynamic environment
• Experience with call center systems and telephone user interfaces
• High level English – technical reading and writing

Preferred Skills

• Experience working with Avaya Aura or Call Center Elite
• Knowledge of call data analysis and reporting
• Familiarity with tools such as Avaya CMS or recording systems
• Background in Linux systems – an advantage