IVR/Dialog Workflow Professional

Responsibilities:

• Building defined flow/VUI Spec into Dialogflow CX to build voice bots or chat bots
• Designing conversational flow and overall conversational experience within Dialogflow after inputs from clients, PgMs and Voice-UX team
• Tracking and analyzing the customer experience with the bot for continuous improvement and maintenance
• Must have prior bot development experience.
• Develop and deploy call flow applications (aka Interactive Voice Response applications) that have an impact to the customer and a support or sales agents experiences
• Partner with internal teams to define and implement solutions that improve support experiences
• Maintain highest levels of development practices including technical design, solution development, systems configuration, test documentation/execution, issue identification and resolution, writing clean, modular and self-sustaining code.

Qualification:

• 3+ years IVR / Speech Recognition experience/Must have Chat bot dev experience
• The ability to design callflows from requirements documentation and workshops
• Expert knowledge of 1 or more IVR development environments, such as Genesys composer, Avaya AOD, Voice Objects / CXP , Dialog flow CX etc.
• A working knowledge of IVR environments and operating systems, including administration of UNIX and Linux
• A working knowledge of telephony technologies including call routing, SMS, VOIP
• State Machine Experience & Knowledge
• Unix/shell scripting (Bash, Powershell or any other shell)
• Application support experience

Nice to have

• JavaScript, Java