Location: San Antonio, TX 78249
Post Date: 05/26/2021
What You Will Do:
Responsible for enterprise IVR, VXML applications, Text to Speech and Voice Recognition environments. Leads the design, development, testing, implementation, and maintenance of these environments across all platforms. Design, develop, test, and deploy IVR applications to support the self-service requirements of the organization. Adhere to and enhance team methodology and standards. Follow industry best practices throughout the development life cycle. Develop knowledge of business processes, dependencies, and strategies to design solutions that enhance business processes and improve member satisfaction. Develops thorough documentation of IVR and application infrastructure. Develops and implements change control processes across all IVRVXML environments. Develops reporting and analytics capabilities for all IVRVXML environments. Develops integration between IVR applications and CTI environments. Installs, configures, and supports IVR and CTI environments. Vendor primary point of contact. Review’s vendor products and facilitates vendor interviews and presentations. Completes any other job-related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values.
What We Require:
Bachelor degree in Management Information Systems, or equivalent education and/or experience. Minimum of seven (7) years of designing and developing IVR applications experience using VXML. At least five (5) years of full life cycle development and deployment of telephony systems (IVR, ACD, CTI, Call recording), including Avaya Experience Portal and Genesys Cloud Architect. At least five (5) years of Java Development experience. Excellent project organization and analytical skills. Strong experience in IVR application development using the latest Avaya Orchestration Designer platform for Avaya Experience Portal. Able to function in a high-volume environment and within time constraints while maintaining accuracy and attention to detail. High level of professionalism and confidentiality of sensitive information. Work flexible hours as needed, including possible weekends. Provide seven day a week, twenty-four hour a day on call support.
Ideal Candidate Will Have:
Experience integrating IVR applications with different back-end systems, databases, and telephony interfaces. Preferred experience with CRM CTI integrations. Working knowledge of SQL databases. In depth understanding of VXMLCCXML, Java, J2EE, Web Services, .NET, REST and SOAP Experience using Eclipse RAD, Apache Tomcat. Experience in troubleshooting and improving Speech Recognition and Text to Speech Engines (Nuance/Lumenvox ASR and TTS engines). Experience with Avaya Communication Manager, Session Manager and Genesys Cloud Administration preferred. Experience with Unix/Linux and Windows Server administration. Understanding of call center technologies.
What We Offer:
This position offers a comprehensive total rewards package. Benefit options include medical, dental and vision insurance; health savings and flexible spending accounts; company paid employee life insurance; supplemental life insurance plans; supplemental insurance plans for hospital and critical accident; short term disability; company paid long term disability; paid sick and safe leave, paid vacation, 401K match with immediate vesting, tuition reimbursement, employee tenure and award programs, access to an on-site fitness center or gym membership reimbursement program. Employees can participate in our award-winning Total Wellbeing program focusing on physical, financial, and emotional wellbeing. We invest in our communities through our Volunteer Corps and in you, through ongoing growth and development opportunities.
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