IVR & Contact Center Engineer (12060)

What will your day look like?

• Develop, maintain, and integrate IVR systems as part of the organization’s Contact Center environment.
• Design and implement customized IVR call flows using advanced tools and relevant technologies.
• Manage Contact Center platforms and integrate with components such as PBX, Voice Gateways, and SBC solutions.
• Work with intelligent call routing processes, including Precision Routing and Skill-Based Routing (Skill Groups).
• Optimize IVR solutions, improve system performance, and enhance customer experience.
• Analyze and troubleshoot IVR infrastructure issues in complex production environments.
• Collaborate with IT, development, and operations teams to deliver reliable and scalable Contact Center solutions.

Requirements

IVR Systems

• 3+ years of hands-on experience developing and maintaining advanced IVR systems.
• Experience designing call flows and writing IVR scripts.
• Strong understanding of IVR architecture, implementation, and troubleshooting.

Contact Center Platforms

• Experience working with leading Contact Center platforms such as Cisco UCCE, Avaya, or Genesys.
• Deep understanding of call routing processes, including intelligent queues and skill-based routing.

Voice Protocols & Infrastructure

• Strong knowledge of voice communication protocols, including SIP and H.323.
• Experience working with Voice Gateways and SBC solutions (such as Cisco CUBE or equivalent).

Integrations & APIs

• Experience integrating Contact Center solutions with CRM platforms such as Salesforce or Microsoft Dynamics using REST/SOAP APIs.
• Experience working with real-time SQL databases (MSSQL, Oracle, or similar).

Tools & Technologies

• Experience with IVR design and automation tools (such as Cisco Call Studio, Genesys Designer, or similar).
• Experience working with reporting and analytics platforms.
• Understanding of Agent Desktop platforms and technologies for improving user experience.

Soft Skills

• Problem Solving: Strong analytical skills with the ability to independently troubleshoot complex issues.
• Project Management: Ability to manage multiple tasks and meet deadlines in a dynamic environment.
• Teamwork: Excellent collaboration skills with IT, development, and operational teams.
• Innovation & Adaptability: Willingness to continuously learn and stay updated with emerging Contact Center technologies and trends.

Join a professional and collaborative team that values innovation, ownership, and a true partnership in achieving success!