شرح موقعیت
The Interactive Voice Response (IVR) Developer will be responsible for designing, developing, implementing, and maintaining IVR solutions aligned with business requirements and customer experience objectives. The role involves building call flows, integrating IVR applications with enterprise systems, optimizing contact center operations, and ensuring system availability, performance, and security. Key Responsibilities Design, develop, and implement IVR applications based on business requirements and customer experience goals. Build and configure call flows, interactive menus, voice prompts, and routing logic to improve caller experience. Develop and customize IVR scripts using platforms such as Zoom, Bright Pattern, Cisco, Avaya, Genesys, Twilio, and Amazon Connect. Integrate IVR solutions with CRM, C2M, ERP, contact center, and ticketing systems. Work with APIs, databases, and middleware to enable data-driven IVR responses and system integrations. Ensure seamless integration with telephony technologies, including SIP, VoIP, and PSTN. Enable multichannel customer engagement, including voice, SMS, and chatbot handoffs. Configure multilingual IVR menus and implement call queuing, skill-based routing, callback options, and self-service capabilities. Customize IVR workflows based on business requirements and customer journey mapping. Conduct end-to-end functional, integration, load, and stress testing before production deployment. Troubleshoot, debug, and resolve IVR-related issues to minimize service disruptions. Monitor IVR performance, provide ongoing technical support, and implement performance optimization measures. Conduct quarterly IVR health checks to verify system functionality, availability, and performance. Maintain accurate documentation of IVR workflows, configurations, integrations, and system changes. Identify, assess, and remediate vulnerabilities identified by the Information Security team. Collaborate with business stakeholders, contact center teams, infrastructure teams, and vendors to ensure reliable IVR operations. Required Qualifications and Experience Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. 4–6 years of relevant experience in IVR development, contact center solutions, or telephony application development. Strong hands-on experience with contact center platforms such as Zoom, Bright Pattern, Cisco, and Avaya. Experience designing and developing IVR applications, call flows, routing logic, and self-service workflows. Knowledge of API integrations, databases, middleware, and enterprise application connectivity. Understanding of SIP, VoIP, PSTN, and contact center telephony architecture. Experience with IVR testing, troubleshooting, performance monitoring, and production support. Knowledge of information security practices, vulnerability remediation, and system health monitoring. Strong analytical, problem-solving, communication, and documentation skills. Preferred Skills Experience with Genesys, Twilio, Amazon Connect, or other cloud-based contact center platforms. Familiarity with CRM, ERP, C2M, and IT service management integrations. Experience implementing multilingual IVR solutions and omnichannel customer engagement. Knowledge of contact center performance optimization and high-availability configurations.