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IVR Developer - Senior


Job Id : 5260

Jobtitle : IVR Developer - Senior

Location : Fort Worth, TX

Company Name : N2 Services Inc

Industry : Information Technology

Salary : $43,000 - $97,000  PER YEAR

Job type : Fulltime

Posted on: 2019-10-07


Required Skills : Java, C++, Excel, Visio, Word, Analytical Skill, Team Player

Benefits : No benefits are available


Job Description:

Responsible for Supporting Call Center IVR Technologies and the associated subsystems, including ACDs. Provide system-level support of multi-user telephony (operating) systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. Identify alternatives for optimizing resources. This job is 30% Production Support and 70% Programming.

Skills Required:

  • A background in programming, with experience in modifying and creating applications in several environments and databases.
  • A background in IVR Programming
  • Ability to work in a fast-paced, constantly changing environment.
  • Ability to lead a project and coordinate resources to meet deadlines as required.
  • A person who is detail-oriented and well organized
  • A person who can set priorities and work on multiple tasks at the same time.
  • Able to work with multiple vendors to coordinate the correct hardware and software needs of the call center.
  • A team-oriented person who can work well within several Markets within Daimler.
  • Experience in gathering requirements, and implementing solutions to meet or exceed expectations with call routing software.
  • Minimum Education/Experience: Bachelors degree in Computer Science, Information Technology, Engineering or equivalent 6+ years experience with data, voice and/or VoIP Technologies.
  • Participation in troubleshooting, problem isolation, and resolution and problem escalations as needed. Initiate and participate in root cause analysis/preventative action activities when required, such as when an outage occurs.
  • A good listener, creative, intuitive, and ability to resolve problems in potentially stressful situations.
  • Skilled technical writing ability in order to document problems and solutions for users and other support personnel
  • Support responsibilities including:
  • Fielding questions from Agents/Supervisors on IVR Functionality
  • Follow-up on trouble tickets
  • Managing and Documenting software upgrades
  • System corrections, and hardware support
  • Make call routing changes as needed
  • Ability to escalate service and support requests to vendors, as needed, to maintain compliance with Service Level Objectives

 

Specific Competencies:

  • Supportive of team concepts
  • Excellent communication skills
  • Excellent analytical skills
  • Working knowledge of Excel, Word, PowerPoint, Project, Visio

 

ACD/IVR Development, XML, JAVA, C+ and SQL

  • Extensive IVR background (certifications are a plus), AT&T and Verizon Toll Free routing. Experience with Avaya, Aspect, Cisco and/or Genesys.
  • Complete understanding of SIP and H323
  • Application development and coding of interactive voice response systems, experience in working with APIs and voice recognition.
  • Additional Skills: Educational Qualifications: Bachelors Degree preferable with at least 5 years of experience in design and development of Java based applications in Call Center Technologies (IVR, ACD). Designing Omni-channel solutions is a plus.

 

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