5 Ivr Design Jobs

As an IVR and Contact Center Systems Specialist at NETGEAR, you will play a crucial role in managing and optimizing IVR systems and contact center platforms to enhance customer experience and operational efficiency. Your responsibilities will include designing, implementing, and maintaining IVR applications, managing multilingual audio IVR prompts, administering contact center systems, analyzing performance metrics, integrating systems with CRM and other applications, ensuring compliance with regulations, and collaborating with cross-functional teams to gather requirements and provide support and training to end-users. Key Responsibilities: IVR System Management: - Design, implement, and maintain IVR applications for top-tier performance. - Develop call flows and scripts aligned with business requirements. - Manage a large corpus of multilingual audio IVR prompts with QA, editing, and post-processing. - Provide continuous updates to the IVR application with new functionalities. Contact Center Support: - Administer, configure, and maintain contact center systems like InContact, Five9, AWS Connect. - Monitor and troubleshoot system issues for minimal downtime. - Collaborate with vendors for hardware/software defect remediation. - Train and support contact center agents in efficient system usage. Optimization and Analytics: - Analyze IVR and contact center performance metrics for insights to improve system efficiency and customer satisfaction. - Implement self-service solutions for enhanced customer experience. Integration and Customization: - Integrate IVR and contact center systems with CRM and other business applications. - Tailor solutions to meet organizational requirements and scaling needs. - Understand end-to-end contact center and CRM functionality. Compliance and Documentation: - Ensure systems meet regulatory compliance and best practices. - Maintain documentation for system configurations, workflows, and processes. Collaboration and Communication: - Collaborate with cross-functional teams to gather requirements and create functional specifications. - Provide support and training on IVR systems to end-users and contact center agents. Industry Trends and Best Practices: - Stay informed about IVR technology trends and recommend innovative solutions. Required Skills and Qualifications: - Bachelor's degree in computer science, Information Technology, Telecommunications, or related field. - 5+ years of IVR systems and contact center technologies experience. - Strong understanding of IVR design, scripting, and call flow management. - Experience with system configuration, monitoring, and troubleshooting. - Familiarity with CRM integration, workforce management systems, and reporting tools. - Ability to analyze data and drive system improvements. - Excellent communication skills. - Familiarity with telephony infrastructure and protocols. - Experience with cloud-based solutions and SaaS models. Preferred Qualifications: - Certifications in contact center technologies. - Experience with programming languages used in IVR development. - Integration experience through web services. - Knowledge of advanced reporting and analytics tools. - Experience with CRM integration and customer service platforms. - Prior experience in IVR implementation and VUI design. - Background in linguistics and conversational dialogue. - Library science/cataloging experience. - Copy editing and audio editing experience.,

Job Title: CXone Software Engineer Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world's best brands, today and into the future. We're solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix's transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we're proud to be recognized with awards such as World's Best Workplaces, Best Companies for Career Growth, and Best Company Culture, year after year. Join us and be part of this journey towards greater opportunities and brighter futures. We are seeking a skilled and experienced CXone software Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining CXone solutions to ensure seamless communication. This role requires deep technical expertise in CXone platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization. Key Responsibilities: Design & Implementation: . Configure and deploy CXone CCaaS (CX) software, including the latest AI empowered modules named Mpower Enlighten. . In-depth understanding of CXone Framework, IVR, Digital Engagement (Email, Chat, Some and SMS), Routing, Recording and Reporting. . Integrate the CXone solution with CRM and other third-party applications. System Maintenance & Optimization: . Monitor and maintain the CXone software to ensure high availability and performance. . Troubleshoot and resolve technical issues related to the CXone software. Development & Customization: . Develop routing strategies, call-/workflows, and scripts tailored to business requirements. . Develop solutions for automation (Voice and Digital) based on the CXone software. . Customize solutions for specific client or internal business needs. Collaboration & Support: . Work closely with cross-functional teams, including network engineers, developers, and QA teams. . Provide technical support and training to end-users and stakeholders. . Participate in incident and change management processes. Documentation & Reporting: . Create and maintain system documentation, including architecture diagrams, configurations, and SOPs. . Provide regular performance reports and recommend improvements. Required Skills & Qualifications: . Technical Expertise: o Proficiency in the CXone platform or other CCaaS solutions. o Knowledge of WebRTC technology and experience working on WebRTC based platforms. o Experience with SIP, VoIP, and telephony protocols. o Knowledge of IVR design, call routing, and voice/screen recording systems. . Programming & Scripting: o Familiarity with languages like .Net, Java, C#, or Python for integration. o Knowledge of CXone Studio or other similar scripting tools. . Tools & Integration: o Experience with databases (SQL, Oracle). o Knowledge of integrating with CRMs like Salesforce, SAP or Microsoft Dynamics. o Familiarity with AWS, Azure, or other cloud platforms. . Soft Skills: o Strong analytical and problem-solving skills. o Excellent communication and documentation abilities. o Ability to work in a collaborative and fast-paced environment. o Multi-task and maintain composure in stressful and demanding work environment. Preferred Qualifications: . CXone Certifications e.g., CXone Implementation Certified (CIP). . Experience with Agile/Scrum methodologies. Education: . Bachelor's degree in computer science, Information Technology, or a related field. . Relevant work experience may substitute for formal education requirements. Experience: 7+ years of experience working with CXone software or other CCaaS Solutions. Location: IND Work-at-Home Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

Description We are seeking a skilled Cisco Contact Center Administrator to join our team in India. The ideal candidate will be responsible for managing and optimizing our Cisco Contact Center solutions, ensuring high availability and performance to meet business needs. Manage Cisco Contact Center environments, providing technical support and optimizing contact center performance and functionality. Responsibilities Administer and manage Cisco Contact Center solutions, ensuring optimal performance and uptime. Configure and troubleshoot Cisco Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE). Monitor system performance and provide regular reports on system usage and issues. Collaborate with cross-functional teams to integrate contact center solutions with other business applications. Implement system upgrades and patches as required, ensuring minimal downtime. Provide technical support and training to end-users and team members on contact center systems. Skills and Qualifications 4-5 years of experience in Cisco Contact Center administration or related roles. Strong understanding of Cisco UCCX and UCCE environments. Proficiency in Cisco voice technologies including SIP, H.323, and VoIP. Experience with troubleshooting and resolving network and system issues in a contact center environment. Familiarity with CRM and workforce management systems integration. Knowledge of reporting tools and analytics for contact center metrics. Excellent problem-solving skills and the ability to work under pressure. Strong communication and interpersonal skills to liaise with various stakeholders.

We're looking for an experienced AI/ML Technical Lead to architect and drive the development of our intelligent conversation engine. Youll lead model selection, integration, training workflows (RAG/fine-tuning), and scalable deployment of natural language and voice AI components. This is a foundational hire for a technically ambitious platform. Key Responsibilities AI System Architecture: Design the architecture of the AI-powered agent including LLM-based conversation workflows, voice bots, and follow-up orchestration. Model Integration & Prompt Engineering: Leverage APIs from OpenAI, Anthropic, or deploy open models (e.g., LLaMA 3, Mistral). Implement effective prompt strategies and retrieval-augmented generation (RAG) pipelines for contextual responses. Data Pipelines & Knowledge Management: Build secure data pipelines to ingest, embed, and serve tenant-specific knowledge bases (FAQs, scripts, product docs) using vector databases (e.g., Pinecone, Weaviate). Voice & Text Interfaces: Implement and optimize multimodal agents (text + voice) using ASR (e.g., Whisper), TTS (e.g., Polly), and NLP for automated qualification and call handling. Conversational Flow Orchestration: Design dynamic, stateful conversations that can take actions (e.g., book meetings, update CRM records) using tools like LangChain, Temporal, or n8n. Platform Scalability: Ensure models and agent workflows scale across tenants with strong data isolation, caching, and secure API access. Lead a Cross-Functional Team: Collaborate with backend, frontend, and DevOps engineers to ship intelligent, production-ready features. Monitoring & Feedback Loops: Define and monitor conversation analytics (drop-offs, booking rates, escalation triggers), and create pipelines to improve AI quality continuously. Qualifications Must-Haves: 5+ years of experience in ML/AI, with at least 2 years leading conversational AI or LLM projects. Strong background in NLP, dialog systems, or voice AI preferably with production experience. Experience with OpenAI, or open-source LLMs (e.g. LLaMA, Mistral, Falcon) and orchestration tools (LangChain, etc.). Proficiency with Python and ML frameworks (Hugging Face, PyTorch, TensorFlow). Experience deploying RAG pipelines, vector DBs (e.g. Pinecone, Weaviate), and managing LLM-agent logic. Familiarity with voice processing (ASR, TTS, IVR design). Solid understanding of API-based integration and microservices. Deep care for data privacy, multi-tenancy security, and ethical AI practices. Nice-to-Haves: Experience with CRM ecosystems (e.g. Salesforce, HubSpot) and how AI agents sync actions to CRMs. Knowledge of sales pipelines and marketing automation tools. Exposure to calendar integrations (Google Calendar API, Microsoft Graph). Knowledge of Twilio APIs (SMS, Voice, WhatsApp) and channel orchestration logic. Familiarity with Docker, Kubernetes, CI/CD, and scalable cloud infrastructure (AWS/GCP/Azure). What We Offer Founding team role with strong ownership and autonomy Opportunity to shape the future of AI-powered sales Flexible work environment Competitive salary Access to cutting-edge AI tools and training resources Post your resume and any relevant project links (GitHub, blog, portfolio) to career@sourcedeskglobal.com. Include a short note on your most interesting AI project or voicebot/conversational AI experience.

Job Overview We are seeking a highly experienced Genesys Cloud Implementation Specialist with 12 to 18 years of experience in contact centre technologies. The ideal candidate will have strong expertise in designing, deploying, and managing Genesys Cloud CX solutions, including integrations with enterprise systems and omnichannel contact centre platforms. This role demands a strategic thinker with hands-on technical skills and proven leadership in enterprise-level deployments. Key Responsibilities Lead end-to-end implementation and configuration of Genesys Cloud CX (PureCloud) solutions. Design and optimize IVR flows, call routing, and digital channel strategies (chat, email, SMS, etc.). Collaborate with business stakeholders, solution architects, and cross-functional teams to define technical requirements and deployment plans. Integrate Genesys Cloud with CRM systems (e.g., Salesforce, Microsoft Dynamics), workforce management tools, and third-party APIs. Provide architectural and operational guidance throughout the implementation lifecycle. Mentor junior engineers and provide leadership in solution delivery and troubleshooting. Ensure security, scalability, compliance, and performance best practices are followed. Document solution designs, test plans, configurations, and standard operating procedures. Act as a technical point of contact for escalations and issue resolution. Stay updated with the latest features and best practices in the Genesys Cloud ecosystem. Skills & Attributes Expertise in Genesys Cloud CX (PureCloud) architecture, deployment, and configuration Strong knowledge of telephony systems SIP, VoIP, voice gateways Experience with IVR scripting, call routing logic, and queue management Experience with cloud platforms like AWS, Azure (preferred) Scripting & automation skills JavaScript, Python, PowerShell Solid understanding of networking, firewalls, TLS, VPNs, and security protocols Experience with Agile / DevOps delivery methodologies Location : Chennai,Bengaluru,Hyderabad,Mumbai,Gurugram,Noida,Pune,Kolkata,Jaipur,Delhi Contact Person : Priya Srinivasan