IVR Application Developer

Job Description:

Our Call Center IVR Application organization is looking for a hands-on IVR Application Developer to work on the IVR (Interactive Voice Response) system. Qualified developers will have an opportunity to work on an array of challenges as we move our customer IVR to the cloud as part of our cloud migration strategy for our call centers. This position has a direct impact on the day-to-day experiences of both our team members and customers alike.

Developer at this level engage in development of IVR applications, have an in-depth knowledge of the Nuance NVP platform and the Nuance Development Framework as well as support tasks including monitoring, patching and maintenance for the IVR servers, web and microservices and corresponding vendor applications. Applicants who are knowledgeable on outbound omni-channel applications and vendors including Swampfox and Message Broadcast would be given preference. The qualified candidate for this position should be able to support the entire IVR system health, code quality, system integration and VXML system concepts and best practices. They should be able to identify problems, collaborate on solutions and take actions to resolve issues.

Required Qualifications:

Bachelors degree in computer science or a related discipline such as Engineering as well as at least five years in a primary role on a team managing a similar product.

Job-specific knowledge, skills or abilities:

• Extensive experience in Design/Development of VXML (Voice XML) applications as related to Nuance NVP and NDF
• An in-depth knowledge and/or experience about telephony/telecom systems and CTI integration with Genesys, Cisco and Avaya
• Linux/server and admin and some Unix shell scripting skills
• Java (including Spring, Spring Boot, JPA, Hibernate, JSP)
• SQL (developing queries for Oracle, Hana, AWS Aurora)
• DevOps knowledge including Git, Jenkins/Github Actions, Maven and Nexus
• Kubernetes (Diamante and/or Redhat Openshift) and AWS container skills and familiarity with using Nirmata for container management
• Working knowledge of Dynatrace, Splunk, Jenkins, SAP HANA, Jira and Java script
• Knowledge about outbound communication applications and vendors especially Swampfox and Message Broadcast
• Experience in migrating any on-prem IVR system to a Cloud based platform would be a definite plus
• Experience in Voice Biometrics especially PinDrop integration would another plus

Key Responsibilities:

• IVR Development and Maintenance: Take part in the development, deployment, and support of IVR applications to ensure they meet business needs and performance standards.
• System Integration: Collaborate with cross-functional teams to integrate IVR systems with other IT applications and platforms, ensuring seamless functionality and data flow.
• Customer Experience Enhancement: Continuously analyze and improve IVR applications to enhance customer experience and optimize call flows.
• Documentation and Reporting: Maintain comprehensive documentation of IVR systems, processes, and changes. Generate reports to track performance metrics and identify areas for improvement.
• Compliance and Security: Ensure IVR applications comply with industry standards, regulations, and security protocols to protect sensitive customer information.
• Monitoring: Ensure proper monitoring of our 24×7 IVR application, identifying areas for improvement and implementing enhancements to optimize functionality.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.