Senior IVR Developer

United States Digital Space LLC; Laguna Niguel (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

United States Digital Space LLC is seeking a Senior IVR Developer to join the Contact Centre and Customer Assistance team in Laguna Niguel, California. This role will design, develop and support DTMF and conversational IVR applications within a large enterprise transformation program.

You will collaborate with solution architects, business partners and IT teams to deliver reliable, scalable customer-service solutions, handle production support, testing and deployment, and stay current with

Qualifications

• Undergraduate degree, technical diploma or equivalent professional experience.
• Minimum four years of hands-on experience with DTMF IVR using Cisco CVP.
• Strong Java development experience and enterprise-grade Tomcat deployment.
• Experience integrating REST APIs, OAuth2 and XML web services with SQL Server.
• Working knowledge of UCCE and ICM routing, DNIS and CTI variables.
• Experience with Jira, Confluence and Cyara; able to work in Agile SDLC environments.
• Excellent troubleshooting, root-cause analysis and collaborative skills.

Responsibilities

• Design, develop and support DTMF and conversational IVR applications aligned with requirements.
• Build IVR apps using Cisco CVP, Call Studio and VXML; develop Java elements.
• Test units, components and systems; integrate with backend systems.
• Integrate IVR with UCCE, ICM routing; configure DNIS and CTI variables.
• Provide effort estimates and perform production support and deployment tasks.
• Troubleshoot production issues and conduct root-cause analysis.
• Code-review with peers and maintain technical documentation.

Skills

DTMF IVR

Cisco CVP

Call Studio

Java development

REST APIs

OAuth2

XML web services

SQL Server

UCCE

ICM routing

DNIS

CTI variables

Finesse

Tomcat

Agile SDLC

Jira

Confluence

Cyara

Troubleshooting

Root-cause analysis

Team collaboration

Education

Undergraduate degree / technical diploma

Job description

Position SummaryWe are seeking a Senior IVR Developer to join our Contact Centre and Customer Assistance team. This role will develop, enhance and support DTMF and conversational voice applications as part of a large enterprise transformation program.The Senior IVR Developer will work closely with solution architects, technical leads, application owners, business partners and design teams to build reliable, reusable and scalable customer-service solutions. This position includes both development and production support responsibilities.Key Responsibilities

• Design, develop and support DTMF and conversational IVR applications aligned with business requirements and enterprise architecture standards.
• Build and maintain IVR applications using Cisco CVP, Cisco Call Studio and VXML.
• Develop custom Java elements and integrate IVR applications with backend systems.
• Perform unit, component and systems testing.
• Integrate IVR applications with UCCE and ICM routing scripts.
• Configure DNIS routing, skill-group queues, CTI variables and Finesse integrations.
• Develop integrations using REST APIs, OAuth2, XML web services and Microsoft SQL Server.
• Provide effort estimates for projects, enhancements and technical initiatives.
• Identify and resolve issues affecting application integrity, performance and availability.
• Support applications through testing, deployment and post-production maintenance.
• Troubleshoot complex production issues and complete root-cause analysis.
• Participate in peer code reviews and ensure code meets quality and development standards.
• Create reusable components and ensure technical designs trace back to business requirements.
• Collaborate directly with business, design, architecture and technology teams.
• Maintain technical documentation, support procedures and implementation records.
• Participate in support coverage for highly available applications operating 24 hours a day, 7 days a week.
• Stay current with emerging contact-centre, cloud and conversational AI technologies.

Required Qualifications

• Undergraduate degree, technical diploma or equivalent professional experience.
• Minimum four years of hands-on experience developing DTMF IVR applications using Cisco CVP.
• Strong experience with Cisco Call Studio, CVP VXML Server and Call Studio GUI.
• Experience developing custom CVP elements using Java.
• Experience deploying and supporting applications using Apache Tomcat.
• Strong Java development experience.
• Experience integrating applications with HTTP REST APIs, OAuth2, XML web services and SQL Server.
• Working knowledge of UCCE and ICM routing.
• Experience with DNIS, skill-group queues, CTI variables and Finesse Agent Desktop.
• Experience supporting complex, business-critical applications in a production environment.
• Strong troubleshooting, root-cause analysis and remediation skills.
• Experience working within Agile and traditional SDLC environments.
• Familiarity with Jira, Confluence and Cyara.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively within a technical team.

Preferred Qualifications

• Experience developing conversational voice bots using Google Dialogflow, Microsoft technologies or similar platforms.
• Experience analysing speech interactions and tuning natural-language understanding models.
• Knowledge of AWS, Microsoft Azure or Google Cloud Platform.
• Experience working within a large financial institution or another regulated enterprise environment.
• Graduate degree or relevant technical certifications.