Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Contact Center Technology Implementation
Good to have skills : Contact Center Technology Capabilities
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: IVR Specialist with experience in designing, configuring, and maintaining interactive voice response solutions for enterprise contact centers. Skilled in call flow design, prompt management, DTMF and speech recognition handling, and integration of IVR systems with backend applications using REST APIs, web services, and CTI platforms. Hands-on experience with IVR and CCaaS platforms such as NICE CXone, Genesys, Avaya, or similar, and familiarity with conversational AI platforms like NICE Cognigy for voice bot orchestration. Proficient in testing and troubleshooting call routing, escalation to live agents, and failure scenarios to ensure high availability and optimal caller experience. Demonstrates strong collaboration with business, QA, and development teams in Agile environments to deliver scalable, secure, and user-friendly IVR solutions. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Collaborate with cross-functional teams to gather requirements and translate them into technical specifications. - Conduct testing and debugging of software components to ensure quality and performance. Professional & Technical Skills: - Must To Have Skills: Proficiency in Contact Center Technology Implementation. - Good To Have Skills: Experience with Contact Center Technology Capabilities. - Strong understanding of software development life cycle methodologies. - Experience with modern programming languages and frameworks. - Ability to troubleshoot and resolve technical issues efficiently. Additional Information: - The candidate should have minimum 2 years of experience in Contact Center Technology Implementation. - This position is based at our Bengaluru office. - A 15 years full time education is required.
15 years full time education
