Senior IVR Developer

Position Summary We 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.