IVR Project Lead

22 hours ago


San Jose, United States VDart Full time
Job Title: IVR Project Lead

Location: San Jose, CA / Austin, TX - Onsite

Duration: / Term: 6+ months - Contract

Job Description:
  • Key Responsibilities: IVR Lead: Oversee the entire IVR development lifecycle, from project planning and scoping to implementation and maintenance.
  • Design: Collaborate with stakeholders to define IVR requirements and create detailed design specifications.
  • Authoring Development: Develop IVR applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center.
  • Operational Support: Provide Tier I, II, and III support for IVR applications, troubleshooting issues and resolving customer inquiries.
  • Integration: Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.
  • Performance Optimization: Optimize IVR performance to ensure efficient and effective customer interactions.
  • Documentation: Create and maintain comprehensive documentation for IVR solutions, including design specifications, user manuals, and troubleshooting guides.
  • Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver
Key Responsibilities:
  • Oversee the entire IVR / Cases development lifecycle, from project planning and scoping to implementation and maintenance.
  • Design: Collaborate with stakeholders to define IVR requirements and create detailed design specifications.
  • Authoring/Development: Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center & Java
  • Operational Support: Provide Tier I, II, and III support for IVR / Cases applications, troubleshooting issues and resolving customer inquiries.
  • Integration: Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.
  • Performance Optimization: Optimize performance of the system to ensure efficient and effective customer interactions.
  • Lead a team of engineers and cross-functional stakeholders in the development and launch of [specific project/product].
  • Documentation: Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.
  • Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.
  • Provide guidance and support to the Scrum Team on Agile principles and Scrum practices.
  • Act as a liaison between the Scrum Team and external stakeholders, including product owners, management, and other teams.
  • Proficiency in scripting languages (e.g., JavaScript, Java, Python).
  • Excellent communication and leadership skills.
MANDATORY REQUIREMENT
  • Understanding of IVR design principles and best practices.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to work independently and as part of a team.
  • Strong experience with Google Cloud Platform (Google Cloud Platform) and its IVR-related services (e.g., Dialogflow, Contact Center).
  • Experience with contact center technologies and processes.
  • Certifications in Google Cloud Platform or related technologies.
  • Authoring/Development: Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center AI.
  • Documentation: Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.
  • Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.

Key Skills:

IVR, GCP, Dialogflow, Contact Center, JavaScript, Java, Python

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