IVR/Dialog Workflow

Job highlights

• Designing conversational flow and overall conversational experience within Dialogflow after inputs from clients,PgMs and Voice-UX team . Tracking and analyzing the customer experience with the bot for continuous improvement and maintenance . Must have prior bot development experience

• Application support experience

• Building defined flow/VUI Spec into Dialogflow CX to build voice bots or chat bots

• Designing conversational flow and overall conversational experience within Dialogflow after inputs from clients, PgMs and Voice-UX team

• Tracking and analyzing the customer experience with the bot for continuous improvement and maintenance

• Must have prior bot development experience.

• Develop and deploy call flow applications (aka Interactive Voice Response applications) that have an impact to the customer and a support or sales agent s experiences

• Partner with internal teams to define and implement solutions that improve support experiences

• Maintain highest levels of development practices including technical design, solution development, systems configuration, test documentation/execution, issue identification and resolution, writing clean, modular and self-sustaining code.

Qualification:

1. 3+ years IVR / Speech Recognition experience/Must have Chat bot dev experience
2. The ability to design callflows from requirements documentation and workshops
3. Expert knowledge of 1 or more IVR development environments, such as Genesys composer, Avaya AOD, Voice Objects / CXP , Dialog flow CX etc.
4. A working knowledge of IVR environments and operating systems, including administration of UNIX and Linux
5. A working knowledge of telephony technologies including call routing, SMS, VOIP
6. State Machine Experience & Knowledge
7. Unix/shell scripting (Bash, Powershell or any other shell)
8. Application support experience

Nice to have

1. JavaScript, Java