About the role
We are seeking a skilled and experienced Interactive Voice Response (IVR) Developer to design, develop, and implement voice-based applications for our contact center platform. The ideal candidate will have expertise in VXML (VoiceXML), CCXML (Call Control XML), JavaScript, and Grammar Files to build seamless, efficient, and scalable IVR solutions. As an IVR Developer, you will be responsible for creating and maintaining the voice interface for customer service automation, ensuring a smooth and intuitive user experience while integrating with backend systems.
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.
Experience
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.
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