IVR Application Analyst III - Nuance

job summary:

Job Description :

• Client's Call Center IVR Application organization is looking for a hands-on Application Analyst III to work on the client IVR (Interactive Voice Response) system.
• Qualified developers will have an opportunity to work on an array of challenges as we move clients customer IVR to the cloud as part of our cloud migration strategy for our call centers.
• This position has a direct impact on the day-to-day experiences of both our client team members and customers alike.
• Analysts at this level engage in development of IVR applications, have an in-depth knowledge of the Nuance NVP platform and the Nuance Development Framework as well as support tasks including monitoring, patching and maintenance for the IVR servers, web and microservices and corresponding vendor applications.
• Applicants who are knowledgeable on outbound omni-channel applications and vendors including Swampfox and Message Broadcast would be given preference.
• The qualified candidate for this position should be able to support the entire IVR system health, code quality, system integration and VXML system concepts and best practices.
• They should be able to identify problems, collaborate on solutions and take actions to resolve issues.

Required Qualifications:

• Bachelor's degree in computer science or a related discipline such as Engineering as well as at least five years in a primary role on a team managing a similar product.

Job-specific knowledge, skills or abilities:

• Extensive experience in Design/Development of VXML (Voice XML) applications as related to Nuance NVP and NDF
• An in-depth knowledge and/or experience about telephony/telecom systems and CTI integration with Genesys, Cisco and Avaya
• Linux/server and admin and some Unix shell scripting skills
• Java (including Spring, Spring Boot, JPA, Hibernate, JSP)
• SQL (developing queries for Oracle, Hana, AWS Aurora)
• DevOps knowledge including Git, Jenkins/Github Actions, Maven and Nexus
• Kubernetes (Diamante and/or Redhat Openshift) and AWS container skills and familiarity with using Nirmata for container management
• Working knowledge of Dynatrace, Splunk, Jenkins, SAP HANA, Jira and Java script
• Knowledge about outbound communication applications and vendors especially Swampfox and Message Broadcast
• Experience in migrating any on-prem IVR system to a Cloud based platform would be a definite plus
• Experience in Voice Biometrics especially PinDrop integration would another plus

Key Responsibilities:

• IVR Development and Maintenance: Take part in the development, deployment, and support of IVR applications to ensure they meet business needs and performance standards.
• System Integration: Collaborate with cross-functional teams to integrate IVR systems with other IT applications and platforms, ensuring seamless functionality and data flow.
• Customer Experience Enhancement: Continuously analyze and improve IVR applications to enhance customer experience and optimize call flows.
• Documentation and Reporting: Maintain comprehensive documentation of IVR systems, processes, and changes. Generate reports to track performance metrics and identify areas for improvement.
• Compliance and Security: Ensure IVR applications comply with industry standards, regulations, and security protocols to protect sensitive customer information.
• Monitoring: Ensure proper monitoring of Client 24x7 IVR application, identifying areas for improvement and implementing enhancements to optimize functionality.

location: Charlotte, North Carolina

job type: Contract

salary: $52.13 - 62.13 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

• IVR Development and Maintenance: Take part in the development, deployment, and support of IVR applications to ensure they meet business needs and performance standards.
• System Integration: Collaborate with cross-functional teams to integrate IVR systems with other IT applications and platforms, ensuring seamless functionality and data flow.
• Customer Experience Enhancement: Continuously analyze and improve IVR applications to enhance customer experience and optimize call flows.
• Documentation and Reporting: Maintain comprehensive documentation of IVR systems, processes, and changes. Generate reports to track performance metrics and identify areas for improvement.
• Compliance and Security: Ensure IVR applications comply with industry standards, regulations, and security protocols to protect sensitive customer information.
• Monitoring: Ensure proper monitoring of Client 24x7 IVR application, identifying areas for improvement and implementing enhancements to optimize functionality.

qualifications:

Key Responsibilities:

• IVR Development and Maintenance: Take part in the development, deployment, and support of IVR applications to ensure they meet business needs and performance standards.
• System Integration: Collaborate with cross-functional teams to integrate IVR systems with other IT applications and platforms, ensuring seamless functionality and data flow.
• Customer Experience Enhancement: Continuously analyze and improve IVR applications to enhance customer experience and optimize call flows.
• Documentation and Reporting: Maintain comprehensive documentation of IVR systems, processes, and changes. Generate reports to track performance metrics and identify areas for improvement.
• Compliance and Security: Ensure IVR applications comply with industry standards, regulations, and security protocols to protect sensitive customer information.
• Monitoring: Ensure proper monitoring of Client 24x7 IVR application, identifying areas for improvement and implementing enhancements to optimize functionality.

skills: Key Responsibilities:

• IVR Development and Maintenance: Take part in the development, deployment, and support of IVR applications to ensure they meet business needs and performance standards.
• System Integration: Collaborate with cross-functional teams to integrate IVR systems with other IT applications and platforms, ensuring seamless functionality and data flow.
• Customer Experience Enhancement: Continuously analyze and improve IVR applications to enhance customer experience and optimize call flows.
• Documentation and Reporting: Maintain comprehensive documentation of IVR systems, processes, and changes. Generate reports to track performance metrics and identify areas for improvement.
• Compliance and Security: Ensure IVR applications comply with industry standards, regulations, and security protocols to protect sensitive customer information.
• Monitoring: Ensure proper monitoring of Client 24x7 IVR application, identifying areas for improvement and implementing enhancements to optimize functionality.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.