We are looking for a Senior IVR Developer with strong hands-on experience in DTMF IVR application development, Cisco CVP, and Cisco Call Studio.
The ideal candidate will have experience building and integrating enterprise IVR applications using Java, VXML, Cisco CVP/Call Studio, REST APIs, and Contact Center technologies.
Experience with AWS Amazon Connect is a plus.
Key Responsibilities
- Design, develop, enhance, and support DTMF IVR applications in enterprise Contact Center environments.
- Develop IVR applications using Cisco CVP, Cisco Call Studio, and VXML Server.
- Develop and maintain CVP Custom Elements using Java.
- Build integrations between IVR applications and backend systems using HTTP REST APIs, OAuth2, XML Web Services, and MS SQL Server.
- Develop customer self-service solutions and IVR workflows.
- Integrate IVR applications with UCCE/ICM routing scripts.
- Work with DNIS, queuing, skill groups, CTI variables, and Finesse Agent Desktop integrations.
- Support data sharing between IVR applications and Agent Desktop environments.
- Troubleshoot and enhance existing IVR and Contact Center applications.
- Participate in ongoing maintenance, enhancements, and production support activities.
- Work with QA and technical teams to test and deploy IVR solutions.
Required Qualifications
- 4+ years of experience in DTMF IVR application development within Contact Center environments.
- Hands-on experience with Cisco CVP and/or Cisco Call Studio.
- Experience with VXML Server.
- Experience developing CVP Custom Elements using Java.
- Strong Java development experience.
- Experience with Apache Tomcat.
- Experience integrating IVR applications with backend systems using:
- HTTP REST APIs
- OAuth2
- XML Web Services
- MS SQL Server
- Experience developing customer self-service IVR solutions.
- Experience with UCCE / ICM integration.
- Knowledge of:
- UCCE/ICM routing scripts
- DNIS
- Skill-group queuing
- CTI variables
- Finesse Agent Desktop
- Experience with Cyara or similar Contact Center testing tools.
Nice to Have
- Experience with AWS Amazon Connect.
- Experience working with modern cloud-based Contact Center platforms.
- Experience with enterprise Contact Center integrations.
