Sign In
 [New User? Sign Up]
Mobile Version

IVR -Developer

Bengaluru, KA
Job Code:
  • Banking & Finance
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

The MSSB Contact Center IVR team develops and supports a portfolio of Contact Center IVR applications for MSSB clients and the field which include self-service IVR applications, CTI and intelligent call routing, Call Recording and Speech Analytics, Work Force Management, and Call Back Technology and Reporting. These applications deliver a wide range of functionality by leveraging speech recognition and Natural Language Understanding (NLU) and intelligent call routing to provide the best caller experience.We are looking for a self-motivated technical specialist to design and build IVR applications. The candidate will be responsible for the development and enhancements of the IVR applications using standard SDLC methodologies, ranging in specification from enhancing the self-service experience, to leading the voice user interface design, development, performance tuning and customer feedback. Principal Duties and Responsibilities Design, implement, and execute changes as part of run the bank as well as large initiatives, such as IVR scripting and grammar changes, and call routing changes. Support Engineering Infrastructure team during weeknight and weekend maintenance / work windows for activities such as server patching, WAN/LAN network maintenance, other infrastructure changes such as network and equipment upgrades etc. Work with business unit on the optimizing the current platform, as well as exploring new technologies and services. QUALIFICATIONSPrimary Skills/Must have 10 + years of IT software development experience. Extensive hands-on experience building self-service speech recognition IVR systems on Genesys GVP platform using Genesys Composer. Have in-depth knowledge of open architectures including VXML, CCXML, web SOA and common services. Thorough understanding of call flows, queuing, routing and CTI on Genesys platform Candidate should have knowledge of designing and troubleshooting routing work flows, IVR-CTI integration and CTI Data Dictionary. Experience with Nuance speech servers such as tuning grammar and utterance using Nuance NAR tool. Development experience with Java and J2EE frameworks. Experience in migrating IVR applications from Avaya AVP to Genesys GVP is a plus. Experience using Genesys products like CCPulse, Pulse, Advisor, Interactive Insight, GIM Familiarity with multi-channel application development on Genesys platform.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 10-15


H/W Installation/Maintenance | Hardware Design | Network Planning | Switching/Router
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News