Position: IVR Technical Project Lead
Location: Austin, TX (Onsite)
Skill (Primary): Cisco (APPS) - Cisco CallStudio - Cisco IVR Callflow Design and Coding
Responsibilities:
- Proficiency in scripting languages (e.g., JavaScript, Java, Python).
- Understanding of IVR design principles and best practices.
- Oversee the entire IVR / Cases development lifecycle, from project planning and scoping to implementation and maintenance.
- Collaborate with stakeholders to define IVR requirements and create detailed design specifications.
- Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center & Java.
- Provide Tier I, II, and III support for IVR / Cases applications, troubleshooting issues and resolving customer inquiries.
- Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.
- 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 projects/products.
- Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.
- 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.
Job Type: Contract
Pay: $60.00 - $65.00 per hour
Work Location: In person
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