Senior IVR and Telephony Application Engineer
Addison, TX

Job Description

Job Description:

Develops, enhances, debugs, supports, maintains and tests software applications that support business units or supporting functions. These application program solutions may involve diverse development platforms, software, hardware, technologies and tools. Participates in the design, development and implementation of complex applications, often using new technologies. May provide technical direction and system architecture for individual initiatives. Serves as a fully seasoned/proficient technical resource. Will not have direct reports but may lead projects and direct activities of a team related to special initiatives or operations. May have responsibility for a project and project budget. May collaborate with external programmers to coordinate delivery of software application. Routine accountability is for technical knowledge and capabilities. Works under minimal supervision, with general guidance from more seasoned consultants.

Job Description:

The individual will be responsible for developing and supporting Telephony applications. The ideal candidate would be someone who can collaborate easily and effectively with a large set of stakeholders, has the required hands-on technical skills to work on application development and support issues

Responsibilities:

* All IVR integration with Bank of America back-ends
* All call routing, call reporting, and CTI integration
* Mastery of network protocols, namely as they relate to multi-media
* Requirements Gathering and Analysis, Design, Develop, Enhance, Debug, Support, Maintain and test software applications
* Responsible for Java coding and application deployment
* Lead initiative projects from start-to-finish, including managing vendors and programming.
* Create test scripts
* Run implementation and UAT on release dates
* Create production support handover documentation and training
* Building Strategy and roadmap for multi-channel (Voice & Chat) solutions

Requirements:

* The resource that we need should be multi-skilled in at least a few technologies and have the acumen to adapt & learn quickly
* Experience in Object Oriented programming and network topology
* Experience with Voice User Interface design, VXML and CCXML programming, Java/JSP programming, TAPI design, SIP integration
* Experience in Genesys Testing and Troubleshooting Tools
* Genesys Workspace and Genesys/Siebel CRM Desktop application integration
* Experience in Product/Client/Vendor & Project Management
* Experience in Genesys 8.1/8.5 Framework, GVP/Composer, IRD/Routing, Reporting and Virtual Hold Technology; and
* Experience in Verizon Toll Free Network management and tools.
* Experience in Cyara automation testing tool for VRU (Voice Response Unit)
* Experience in Live Chat applications in Genesys 8.5 platform

Mandatory skills:

* Minimum Required Skills: Genesys 8.1/8.5
* Good experience in trouble shooting Voice applications
* Experience: 8-10 years

Posting Date: 04/19/2019

Location: Jersey City, NJ, 101 HUDSON ST (NJ2101), Charlotte, NC, International Trade Center, 200 N College St, Addison, TX, BUILDING I, 16001 N DALLAS PKWY, Richmond, VA, VILLA PARK OPS CENTER BLDG C, 8001 VILLA PARK DR, - United States

Travel: No

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift