1. Implementation, Service and Solutions Delivery for Contact Center Solutions.
2. Sales cycle support on design, scope and effort estimation.
3. Custom application’s development/design support for Contact Center Solution’s.
Requirements ,Duties and Responsibilities
Software and IVR Application Development resource requirement’s :
2 to 5 years of progressive IVR Application Development experience using Avaya Dialog Designer, Avaya Orchestration Designer.
- Knowledge of Avaya Voice Portal Management System, Avaya Experience Portal
- Knowledge of MS SQL, Oracle. SQL, GRXML, VXML ,XML
- Experience in API integrations using REST, SOAP, JSON, web services.
- Knowledge of Apache Web Server 2.0, IBM WebSphere 8, Web services.
- Knowledge in App Dynamics, Splunk, Jira & Service Now
- Good Communication Skill
- Experience in IVR Reporting, CTI integrations, and Telephony Integration.
- Requires skill and creativity, collaboration, technical investigation, and customer communication.
- Ability to design call-flows from requirement documentation and workshops
- Ability to Learn Conversational AI Products and Avaya Contact center products based on the Project requirement.
- Integration with the various back-end data systems, servers and adjuncts such as Web technology and application servers (Tomcat, WebSphere, IIS, Apache, WebLogic, etc.)
- Knowledge of Avaya ASDC with Orchestration Designer certification will be added advantage
- Knowledge of Avaya Call-back assist and POM will be added advantage.
- Knowledge in Avaya Contact center products is a plus.
- Knowledge of Natural Language design and Directed Dialogue design techniques for speech applications is a plus.
Duties and Responsibilities
- As a IVR Developer need to work closely with different stake holders/Line of Business to design, code, and test, implement and support IVR application.
- Responsible for Development of Applications on Java based on the business and project needs.
- Responsible to track and follow reports, communications, documents as per the client project and support requirement.
- Responsible to attain the vendor certification as per business need.
- Responsible to integrate the Nuance/Third party ASR & TTS in the call flow.
- Continuous service and skill set Improvement of IVR apps
- Proactive Monitoring, fixes, and Root Cause Analysis
- Creation of Knowledge base for the repeated or potential issues
- Developing skill set on newer products and technology as per the business and project needs.
- Conduct internal training to cross train team members and customers.
Minimum: Bachelors or Equivalent with experience.
4. Quick and self- learner
6. Time Management
Note : The requirements and duties described in Job Description may be modified or waived by the Company in its sole discretion without notice.
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