Job Description

SENIOR IVR DEVELOPER

MANAGER NOTES

· Strong IVR call flow development using Avaya Orchestration/Dialogue Designer - Dialogue Designer since it is Java/Eclipse based!

· Call Center and Avaya platform experience

· Team is pure Agile

· Resource will be articulating call announcements over IVR system so great, clear comm skills is MUST

· Avaya, knowledge of call center PBX.

· Health Care industry experience is a plus

· They have an API team but if this person can read through Rest and SOAP Web Services it’s a plus

· VDN/Vectoring/call flow is a plus

PROJECT

· Company acquired Fidelis Care/health insurance and is transitioning their platform

· This will be supporting about 600 – 700 users. Supporting current call flows and writing new ones.

· 80% support vs 20% new design

SKILLS

· In depth understanding of Avaya Aura Orchestration Designed, Avaya Experience Portal and Avaya tools and technologies.

· Understanding or RESTFUL AND SOAP SERVICES FOR API INTEGRATION and development recommendations.

· Understanding of NUANCE TTS/ASR CONFIGURATIONS AND TUNING

· Experience using testing tools such as Hammer or Cyara

· Flexibility to collaborate with various project teams; understands how to translate architecture and business requirements into actionable plan.

· Needs to be able to handle a large volume of work

PLUS SKILLS

· Knowledge or application versioning and constraints of VXML/CCXML CODING

· Basic understanding of Dynatrace/Splunk tools.

· Experience in Avaya Communication Manager ACD/VDN/Vectoring a plus.

· 5+ years of hands on IVR experience, Avaya strongly preferred

DAY TO DAY RESPONSIBILITIES OF THIS POSITION AND DESCRIPTION OF PROJECT:

Design, build, test and maintain scalable and stable off the shelf application or custom built technology solutions to meet business needs. Act as a subject matter expert for Application Software developers and Engineers.

· Contribute to the entire implementation process including driving the definition of improvements based on business need and architectural improvements.

· Meet with business partners to understand business needs.

· Responsible for overall design of the solution.

· Design, build and test applications.

· Conduct root cause analysis and advanced performance tuning for complex business processes and functionality

EXPERIENCE

· Knowledge of commonly-used concepts, practices, and procedures within the telecom industry in the healthcare industry or call center is desired.

· Knowledge of Agile development principles and practices.

· Requires demonstrated understanding of business process as it relates to experience in the field.

· Strong working knowledge of Eclipse, JAVA, VoiceXML, Avaya Orchestration/Dialog Designer or other IVR development tools, and Voice Portal.

PREFERRED:

· VUI Design, grammar development (including Spanish).

· Advanced skills in SQL data retrieval from a relational database.

Company Description

We’re committed to empowering each individual who works with us to take charge of their career. You won’t be alone on your journey. Our dedicated team is here to serve you as a partner in the process. What we offer for you: Interview preparation Resume review and recommendations LinkedIn review Local job market information, trends, and insights Access to networking events Informational career centric seminars. Neteffects Consultant Care Program: Keeping in Touch: Whether it’s a quick call or email, coffee or lunch, our check-ins support as much or as little interaction as you’d prefer. We’re here if you need us. Events: Neteffects participates in a number of events each year and hosts some employee-only social gatherings. Remarketing: When your project is nearing completion, we’ll partner with you to get you ready to engage in your next consulting opportunity through Neteffects. From resume review, to interview preparation and offer negotiation; we’ll work hard to help you excel. Neteffects Benefits: Neteffects is about celebrating technology and the pro's that come with it. We offer a very competitive benefits package, which includes Medical, Dental, Vision, Life, 401k, and more. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.