IVR Developer

Orlando, FL 32801

Posted: 09/04/2018 Industry: Other Area(s) Job Number: 30978

RESPONSIBILITIES: 
  • Responsible for providing product expertise and product understanding for all core application modules related to IVR and telephony applications.
  • Serves as a resource for applications requiring structured system methodologies and information technology.
  • Provide first line resolution/analysis assistance as Subject Matter Expert (SME) for responsibilities of system health, maintenance, and continuous improvements of corporate applications.
  • Responsible for developing programmatic solution, testing solution for accuracy with defined test plan, coordinate the implementation and completion of recommended specification for all new systems, system changes, and problem correction.
  • Work with internal IT and vendor representatives to deliver completely implemented solutions to end-user community by leveraging best practices of the core applications.
  • Provide administration, support and development of the Genesys Voice Portal (GVP) IVR and Siemens call center line of products
  • Configuring, installing, and maintaining Siemens telecom products and solutions
  • Perform software development duties as part of a team, including:
  • Analysis and Specifications
  • Application Design
  • Code Development
  • Unit and Integration Testing of Code
  • Support System and Client Acceptance Test Efforts
  • Work with other team members to understand technical requirements and identify and resolve issues and risks.
  • Provide technical guidance to junior developers.
  • Provide second tier on call support
  • Contact software vendors to resolve problems with their software products and apply software patches
  • Evaluate and recommend design and development technology alternatives
  • Second tier support includes troubleshooting issues related to back-office systems, interfaces and integration middleware.

 

QUALIFICATIONS:
  • Minimum of three (3) years of in-depth core applications work experience in IVR development (Genesys IVR Developer or other Genesys framework Certifications would be a plus)
  • Minimum of seven (7) years software development experience (in multiple environments) employing formal software development methodologies.
  • Bachelor’ s Degree in Computer Science, Information Technology/Management Information Systems (or equivalent)
  • Extensive knowledge of the following, but not limited to:
    • IVR Platform: Genesys Voice Portal, Nuance ASR (or equivalent voice portal platform)
    • Development languages: Genesys Composer, VXML, Java, JavaScript, C#, WebServices (WCF/SOAP)
    • Voice Recognition and Design: Nuance Dialog Modules, GRXML, VUI-design
    • Databases: MS SQL, Oracle
    • Other: IIS Web Servers (or equivalent), Subversion version control
  • Other skills:
    • Developing structured test scenarios, test cases, and perform accurate testing with documented results;
    • Developing complex structured queries for accurate results; o Best practices for presenting system output to end-users;
    • Preparing system technical documentation;
    • Data analysis;
    • Administration and troubleshooting of operating systems (OS) to include Windows Servers, Linux;
    • System performance metrics and benchmarking techniques;
    • Researching and introducing new versions of Operating Systems, Databases, and applications
    • Network architectures, relational databases (Oracle and SQL Server) and client/server environment;
    • Web Services;
    • Release management and code deployments;
    • Quality assurance methodologies;
    • Data warehouse and data-mart techniques desired.
  • Familiarity with all, but not limited to the following:
    • System performance metrics and benchmarking techniques;
    • Network routing, firewalls, and load balancers;
    • Related industry, organizational and departmental regulatory guidelines, best practices, and procedures.
  • Ability to:
    • Research and introduce new versions of operating systems, databases, and application software;
    • Take on new system assignments;
    • Learn, obtain structured and ad hoc training on vendor products/releases;
    • Integrate/share/publish timely data to third party systems needing access to application data (real-time, or batch);
    • Adapt to changing technology by acquiring new skills (i.e. by attending continuing educational courses/trainings);
    • Create logical and physical data models and design user interfaces;
    • Lead technical design through application system testing;
    • Write optimized, well-structured SQL statements;
    • Develop complex structured queries for accurate results;
    • Develop structured test scenarios, test cases, and perform accurate testing with documented results;
    • Use productivity tools for analysis, data behavior, and data mining;
    • Work independently on tasks and projects of varying complexity;
    • Provide training and guidance on technologies to others;
    • Take the lead on technical projects;
    • Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.);
    • Manage time effectively and meet deadlines;
    • Make presentation to both technical and non-technical audiences. 
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