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Conversational AI IVR Engineer

2 months ago

Cleveland, Ohio, United States Glansa Full time

Position: IVR Developer

Work Arrangement: REMOTE

Role Overview:

The IVR Developer will be responsible for the design and implementation of interactive voice response systems and AI-enhanced conversational agents. Key responsibilities include:

  • System Design: Crafting and developing IVR call flows alongside AI-driven conversational bots utilizing platforms such as Avaya OD, AEP, and Google Dialog Flow CX.
  • Migration Leadership: Spearheading the transition of contact center applications from conventional frameworks to advanced conversational AI environments.
  • Integration Development: Building and integrating conversational IVR flows and Dialogflow agents with backend infrastructures and RESTful APIs, primarily using Java.
  • Quality Assurance: Executing thorough testing, debugging, and deployment processes to guarantee optimal customer engagement.
  • Collaboration: Working closely with product teams for requirements analysis, sprint organization, and participation in Agile scrum activities.
  • Mentorship: Conducting code evaluations, offering guidance, and ensuring compliance with project schedules.
  • Technology Implementation: Applying speech-to-text and text-to-speech technologies to improve operational efficiency.
  • System Maintenance: Overseeing the Avaya Experience Portal, configuring campaign dialers, and monitoring server performance for IVR applications.
  • Documentation: Creating and maintaining design documents, standard operating procedures, and providing ongoing support to ensure system reliability.