IVR Lead Engineer

IVR Lead Engineer

Austin,United States

San Jose,United States

Contract

Skills

leadership

Java, Python

IVR 

Key Responsibilities:
 

Lead Engineer: Oversee the entire IVR / Cases development lifecycle, from project planning and scoping to implementation and maintenance.

Design: Collaborate with stakeholders to define IVR requirements and create detailed design specifications.

Authoring/Development: Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center & Java

Operational Support: Provide Tier I, II, and III support for IVR / Cases applications, troubleshooting issues and resolving customer inquiries.

Integration: Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.

Performance Optimization: Optimize  performance of the system to ensure efficient and effective customer interactions.

Lead a team of engineers and cross-functional stakeholders in the development and launch of [specific project/product].

Documentation: Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.

Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.

Provide guidance and support to the Scrum Team on Agile principles and Scrum practices.

Act as a liaison between the Scrum Team and external stakeholders, including product owners, management, and other teams.

Required Skills and Qualifications:
 

Proficiency in scripting languages (e.g., JavaScript, Java, Python).

Excellent communication and leadership skills.  – MANDATORY REQUIREMENT

Understanding of IVR design principles and best practices.

Excellent problem-solving and troubleshooting skills.

Ability to work independently and as part of a team.

Nice to Have  Skills and Qualifications:
Strong experience with Google Cloud Platform (Google Cloud Platform) and its IVR-related services (e.g., Dialogflow, Contact Center).
Experience with contact center technologies and processes.
Certifications in Google Cloud Platform or related technologies.