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Hello Recruiters,

Greetings!!!!

This is Yatika from SAGE IT Inc. Kindly share relevant resumes for below role.

Job Title: Cisco IVR Engineer

Location: San Jose, CA / Austin, TX (onsite)

Client: HCL

Contract role

Skill (Primary): Cisco (APPS)-Cisco Call Studio-Cisco IVR Call flow Design and Coding

Key Responsibilities:

•                  Lead Engineer: 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.

Required Skills and Qualifications:

•                  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.

Nice to Have Skills and Qualifications:

• 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.

Key details:

• 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.

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