| Genesys IVR Systems Engineer at Dallas, Texas, USA |
| Email: arbab@vizoninc.com |
|
From: Arbab Ahmed, Vizon Inc arbab@vizoninc.com Reply to: arbab@vizoninc.com Hello, Hope you are doing well. Job Description - Genesys IVR Systems Engineer Location: Dallas, TX (Fully On-Site) Start Date: 3/12/25 Duration: 1 Year (Temp to Perm) Job Description: We are seeking an experienced Genesys IVR Systems Engineer to join our team in Dallas, TX. This is a Temp-to-Perm role with a duration of one year, and the successful candidate will be responsible for developing, maintaining, and optimizing IVR systems, working with platforms such as Genesys Cloud, Twilio, and Amazon Connect. Responsibilities: IVR Development & Maintenance: Design, develop, and maintain IVR call flows based on business requirements. Implement IVR logic using platforms like Genesys Cloud, Twilio, or similar. Write and maintain configuration files (e.g., YAML, JSON) for IVR flows. Integration with Backend Systems: Integrate IVR systems with backend services such as payment gateways, CRM systems, and databases. Develop APIs and data actions to retrieve and update customer information in real-time. Error Handling & Optimization: Implement robust error handling and fallback mechanisms for IVR flows. Monitor and optimize IVR performance to reduce call drop rates and improve customer experience. Collaboration with Stakeholders: Work closely with product managers, UX designers, and customer support teams to gather requirements and design IVR flows. Collaborate with QA teams to test and validate IVR functionality. Stay updated on industry trends and emerging technologies in IVR and telephony. Improvement Initiatives: Propose and implement improvements to enhance the IVR system's capabilities and overall customer experience. Required Experience & Qualifications: 7+ years of experience in IVR development and telephony systems. Experience with IVR Platforms: Genesys Cloud, Twilio, Amazon Connect, or similar. Proficiency in programming languages such as JavaScript, Python, or Java. Strong understanding of telephony protocols (e.g., SIP, RTP). Familiarity with configuration files (e.g., YAML, JSON) and scripting for IVR flows. Experience integrating IVR systems with backend services. Technical Skills: Strong understanding of speech recognition and text-to-speech (TTS) technologies. Experience with payment gateway integrations and secure payment processing. Knowledge of error handling, logging, and monitoring tools. Soft Skills: Excellent problem-solving and analytical skills. Strong communication and collaboration skills. Ability to work in a fast-paced, dynamic environment. Attention to detail and a focus on delivering high-quality solutions. Preferred Qualifications: Experience with Genesys Cloud or similar cloud-based contact center platforms. Knowledge of customer experience (CX) principles and best practices. Familiarity with Agile/Scrum methodologies. Experience with DevOps practices and CI/CD pipelines. Key Performance Indicators (KPIs): Reduction in call drop rates and IVR errors. Improvement in customer satisfaction scores (e.g., CSAT, NPS). Successful implementation of new IVR features and integrations. Timely resolution of IVR-related issues and bugs. Keywords: continuous integration continuous deployment quality analyst user experience Texas Genesys IVR Systems Engineer arbab@vizoninc.com https://jobs.nvoids.com/job_details.jsp?id=2265530 |
| arbab@vizoninc.com View All |
| 11:24 PM 18-Mar-25 |