IVR Developer

Role-: IVR Developer

Location: Atlanta GA (Hybrid role)

Long term Contract

Job Description:

• Expert in Cloud Engineering & Operations (SaaS/PaaS Services) – plan, architect, design, deploy, automate, maintenance, monitor and support Cloud based deployments of Prophecy IVR & Customer Experience products, and other dependent Cloud computing tools in proprietary data centers as well as in AWS (Amazon Web Services) Cloud.

• Be an expert on Interactive Voice Response (IVR)/Omni channel Self-service & Contact Center solutions & applications.

* Be an expert in AWS Contact Flows, Lex bots, IVR Solution strategies.

* Expert in devising IVR call deflection strategies with Omnichannel experience.

* Expert in Conversation AI and Lex V2 and all AWS emerging technologies with speech and chat.

•Be an Innovative strategist with ability to build IVR deflection strategy, technology expert to build strong pillars to reduce CHT.

* Strong technical depth, business aptitude, and the ability to lead in-depth technology discussions, articulating the business value of the AWS platform and services.

•Build and design technical specifications for Res Ops IVR Strategy, experience, and delivery.

RESPONSIBILITIES:

• Responsibilities include strategic planning, architectural design, solution components selections, integration, using Amazon Connect LEX for IVR speech apps, Lambda functions, recording, identity, authentication, anti-fraud, routing, orchestration, desktop, WFM, analytics, reporting, and routing.

* Experience in supporting production systems covering the large-scale Cloud as well as On-prem Contact Center/IVR deployment.

* Help organizations understand and implement advanced cloud-based solutions, and how to migrate existing workloads to the cloud. Need to shape and execute a strategy to build knowledge and broad use of AWS and other cloud-based technology.

* Need exceptionally good troubleshooting & problem-solving skills in software installation/administration, networking, architecture, and application issues.

* Leadership experience leading/managing up to 15+ engineers in different stages throughout technical carrier.

* Work with senior leaders, build a common vision of transformation and its strategy.

* Provide contact center infrastructure and contact center technology selection and support for future implementation incorporating the optimization, modernization with innovative technologies.

* Work with business units to understand Customer issues; identify, analyze, and translate business needs into functional specifications.