Design, develop, and maintain IVR applications using Avaya and NICE CXone platforms. Create, modify, and optimize NICE CXone Studio scripts to support various customer experience workflows. Integrate IVR flows with REST APIs for real-time data retrieval and system communication. Collaborate with business teams to understand requirements and translate them into scalable IVR solutions. Troubleshoot and resolve IVR, routing, or call flow issues proactively. Work closely with cross-functional teams including Operations, QA, Telecom, and Customer Experience. Provide documentation, version control, and technical support for all IVR-related deployments. Ensure solutions adhere to best practices related to performance, security, and compliance.
