IVR Developer

Position Overview: We are seeking an experienced IVR Developer/System Specialist to design, develop, and maintain Interactive Voice Response (IVR) solutions across multiple contact center platforms. This role is crucial in ensuring excellent customer experience through efficient voice response solutions while working in a dynamic, evolving environment. Key Responsibilities:Design, develop, and maintain IVR applications across multiple platforms including Omilia, TalkDesk, Cisco WebEx, Twilio, Five9Configure and optimize call routing strategies and menu structures

Integrate IVR systems with Salesforce CRM and other enterprise applications

Handle call flow development, routing strategies, and transfer logic between different platforms

Perform system testing, troubleshooting, and performance monitoring

Create and maintain comprehensive documentation for IVR applications and integration points

Analyze call patterns and recommend improvements for customer experience

Maintain and update voice prompts and recordings

Ensure system security and compliance with industry standards

Collaborate with cross-functional teams to gather requirements and implement solutions

Education: Bachelors degree in Computer Science or related field, RequiredExperience: 5+ years of experience in IVR development, with a focus on Talkdesk and Omelia.Required Qualifications:Bachelors degree in Computer Science, Information Technology, or related field5+ years of experience in IVR development and contact center technologies

Proven experience with at least two of the following platforms: Omilia, TalkDesk, Cisco WebEx, Twilio, Five9Strong understanding of contact center architecture and call flow design

Experience with Salesforce CRM integration

Strong knowledge of telephony systems and VoIP technologies

Experience with speech recognition and text-to-speech technologies

Understanding of contact center operations and customer service processes

Knowledge of SQL and database management

Technical Skills:IVR Development Platforms: Omilia, TalkDesk, Cisco WebEx, Twilio, Five9CRM Integration: SalesforceWeb Services: REST APIs, SOAPDatabase: SQL, NoSQLVersion Control: GitUnderstanding of DTMF and voice recognition technologies

Knowledge of telephony protocols (SIP, VOIP)Experience with call flow design tools

Soft Skills:Strong analytical and problem-solving abilities

Excellent communication and documentation skills

Ability to work independently and in team environments

Strong project management capabilities

Customer service-oriented mindset

Adaptability and willingness to learn new technologies

Experience in handling multiple projects simultaneously

Preferred Qualifications:Experience managing IVR systems during platform migrations or mergers

Knowledge of AI and machine learning applications in IVRExperience with cloud-based IVR solutions

Familiarity with multiple IVR development environments

Knowledge of speech recognition and natural language processing

Experience with API development and web services

Certifications in relevant platforms (Cisco, Twilio, Salesforce)Experience with contact center analytics

Knowledge of CTI (Computer Telephony Integration)Experience with agile development methodologies

If you feel you have the necessary skill sets and are passionate about the job, please send your profile to me at ***********@ashleyfurnitureindia.com

Information :

• Company : Ashley Global Capability Center
• Position : IVR Developer
• Location : Chennai, Tamil Nādu
• Country : IN