Title :- IVR Developer
Location : Dallas TX
Overview: As an IVR Developer, you will be responsible for designing and developing effective and user-friendly IVR systems. Your role involves creating conversational flows, scripting dialogues, and optimizing user interactions to ensure seamless and satisfying customer experiences.
Key Responsibilities:
- Design and Development:
- Create and design conversational flows for IVR systems, ensuring clarity, efficiency, and user-friendliness.
- Develop scripts and dialogues for various customer scenarios, balancing functionality and natural language.
- Collaborate with stakeholders to understand business requirements and translate them into IVR design specifications.
- User Experience (UX) Optimization:
- Conduct user research and usability testing to gather insights and improve IVR interactions.
- Continuously analyze user feedback and performance metrics to refine and enhance conversational designs.
- Ensure the IVR system is accessible and inclusive, catering to a diverse customer base.
- Collaboration and Communication:
- Work closely with cross-functional teams, including developers, product managers, legal, compliance and customer support, to align IVR designs with overall business goals.
- Communicate design concepts and rationale effectively to stakeholders and team members.
- Stay updated with industry trends and best practices in IVR technology.
- Quality Assurance:
- Test and troubleshoot IVR systems to ensure they function correctly and meet design specifications.
- Implement and maintain documentation for IVR designs, including flowcharts, scripts, and user guides.
- Monitor system performance and recommend improvements based on analytics and user feedback.
Qualifications:
- Proven experience in designing IVR systems or conversational interfaces.
- Strong understanding of natural language processing (NLP) and voice user interface (VUI) design principles.
- Proficiency in IVR design tools and platforms (e.g., Amazon Connect, Twilio, Genesys, Avaya).
- Excellent written and verbal communication skills.
- Ability to think creatively and analytically to solve complex problems.
- Strong attention to detail and a passion for creating exceptional user experiences.
- Familiarity with speech recognition technologies and AI-driven conversational agents.
- Knowledge of customer service processes and call center operations.
- Certification in UX design or related fields.
