Job
Description
The client is a global IT services company headquartered in Southborough, Massachusetts, USA, with a revenue of $1.8B and 35,000+ associates worldwide. They specialize in digital engineering and IT services, helping clients modernize their technology infrastructure, adopt cloud and AI solutions, and accelerate innovation in sectors such as banking, healthcare, telecom, and media. The company combines deep industry expertise with agile development practices for scalable and cost-effective digital transformation. Operating in over 50 locations across more than 25 countries, they have delivery centers in Asia, Europe, and North America, backed by Baring Private Equity Asia. **Job Title:** IVR Senior Lead Engineer **Key Skills:** Interactive Voice Response (IVR) Developer, VXML, CCXML, JavaScript, Grammar Files, IVR platforms (Cisco, Avaya, Genesys, Nuance) **Job Locations:** Pan India **Experience:** 7-9 Years **Education Qualification:** Any Graduation **Work Mode:** Hybrid **Employment Type:** Contract **Notice Period:** Immediate **Job Description:** **Job Title:** Interactive Voice Response (IVR) Developer **About the Job:** **Key Responsibilities:** **Design & Development:** - Develop, implement, and maintain voice applications using VXML and CCXML standards. - Write and maintain JavaScript code for dynamic control flow and IVR logic. - Create and configure Grammar Files for voice recognition and natural language processing (NLP) in IVR prompts. **System Integration:** - Integrate IVR applications with backend systems to fetch and process user data for seamless customer service experiences. - Collaborate with business analysts, QA, and infrastructure teams to meet technical and functional requirements. **Optimization & Troubleshooting:** - Monitor, test, and optimize IVR applications for performance and usability. - Troubleshoot and resolve issues related to voice applications for high reliability. **Collaboration:** - Define new features and enhancements for the IVR platform in collaboration with cross-functional teams. - Provide training and support to other teams on IVR design and best practices. **Required Skills and Qualifications:** **Experience:** - Minimum 7+ years developing IVR applications using VXML, CCXML, JavaScript, and Grammar Files. - Understanding of telephony concepts, voice recognition technologies, and IVR platforms. - Hands-on experience with IVR platforms like Cisco, Avaya, Genesys, Nuance. **Technical Skills:** - Proficiency in VXML and CCXML for voice dialogs, call flows, and telephony integration. - Expertise in JavaScript for dynamic behavior, control flow, and data handling in IVR applications. - Experience with Grammar Files for speech recognition and Git for version control. **Analytical & Problem-Solving:** - Strong troubleshooting skills in voice-based applications. - Ability to analyze customer requirements and translate them into effective IVR solutions. **Communication:** - Excellent verbal and written communication skills. - Ability to explain complex technical concepts clearly to cross-functional teams. **Education & Preferred Qualifications:** - Familiarity with Speech Recognition, NLP technologies, Cloud-based IVR solutions, and CTI. - Knowledge of Agile Development methodologies. - Bachelor's degree in Computer Science, Information Technology, or related field. - Relevant certifications in IVR systems or telephony platforms are a plus.,
