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Build / Develop / Support DTMF IVRs (Integrated Voice Response) and perform unit / component test aligned to business needs and in accordance with technology architecture standards
In conjunction with the Solution Architect, assist the Application Owner, Development Manager and Technical Delivery Lead by providing effort estimates for new projects and initiatives
Develop, implement, support and improve solutions / processes that maximize system availability, efficiency / effectiveness and minimize / prevent problems / issues
Identify and address any issue that affects the integrity of the application (e.g. cross-capability / release issues)
Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding
Continuously enhance knowledge / expertise in own area and keep current with leading-edge technologies, emerging trends / developments and grow knowledge of the business, applications, infrastructure, analytical tools and techniques
Performs complex to difficult technical tasks independently and resolves highly complex and multifaceted development related problems
Ensure design leverages existing reusable components, traces back to business requirements, and that new modules are designed with reusability in mind
Requirements
4+ years of experience in DTMF IVR application development (Contact Center)
Relevant technologies include but are not limited to :
Cisco Call Studio / Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat, etc.
Java development with client backend integrations (HTTP REST APIs, oAuth2, XML Web Services, MS SQL Server)
Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS ,Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop)
Experience in Analysis of speech, speech repair and fine tuning of NLU and developing NLU IVR is a plus
Understanding of AWS, Google Cloud and Microsoft Azure.
High comfort level in leading the build / support (7 / 24 / 365) of highly complex and / or comprehensive applications / systems
Familiarity with tools like JIRA, Cyara and Confluence
Strength in identifying root causes and implementing targeted and controlled remediation plans
Strong verbal and written communication skills are essential
Self-motivated team player with high energy and ability to work independently as well as within a team
Hands-on experience with various SDLC including waterfall, agile and extreme methodologies
Experience working within a large-scale Financial Enterprise environment