Key Responsibilities:
- Design & Development:
- Develop, implement, and maintain voice applications using VXML (VoiceXML) and CCXML (Call Control XML) standards.
- Write and maintain JavaScript code for dynamic control flow and IVR logic.
- Create and configure Grammar Files to handle voice recognition and natural language processing (NLP) for IVR prompts.
- System Integration:
- Integrate IVR applications with backend systems (e.g., databases, APIs) to fetch and process user data and ensure seamless customer service experiences.
- Work closely with business analysts, QA, and infrastructure teams to ensure the system meets all technical and functional requirements.
- Optimization & Troubleshooting:
- Monitor, test, and optimize IVR applications for performance, usability, and customer satisfaction.
- Troubleshoot and resolve issues related to voice applications, ensuring high availability and reliability.
- Collaboration:
- Collaborate with cross-functional teams to define new features and enhancements for the IVR platform.
- Provide training and support to other teams on IVR design and best practices.
Required Skills and Qualifications:
- Proven experience in developing IVR applications using VXML (VoiceXML), CCXML (Call Control XML), JavaScript, and Grammar Files (Minimum 7+ Years).
- Solid understanding of telephony concepts, voice recognition technologies, and automated call routing.
- Hands-on experience with IVR platforms such as Cisco, Avaya, Genesys, Nuance, or similar platforms.
Technical Skills:
- Strong knowledge of VXML (VoiceXML) for defining interactive voice dialogs and call flows.
- Proficiency in CCXML (Call Control XML) for call control and telephony integration.
- Expertise in JavaScript for dynamic behavior, control flow, and data handling in IVR applications.
- Experience with Grammar Files for speech recognition, including defining prompts and interpreting user input.
- Experience with version control systems such as Git.
- Added Advantage: Familiarity with RESTful APIs, web services, and database connectivity (SQL, NoSQL).
Analytical & Problem-Solving:
- Strong troubleshooting and debugging skills, particularly in voice-based applications.
- Ability to analyze customer requirements and translate them into effective IVR solutions.
Communication:
- Excellent verbal and written communication skills.
- Ability to work effectively with cross-functional teams and explain complex technical concepts in a clear and understandable manner.
