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IVR Architect
Ref No.: 18-01085
Location: Rancho Cordova, California
  • Responsible for developing and/or driving overall end to end design and implementation of enterprise class, high performing and scalable and reliable Aspect based solutions
  • Conduct solution reviews and suggesting best practices to technical staff and leadership
  • Lead the development and support of the Aspect platform to meet current and emerging needs and address capability/performance gaps in the commercial line of business as well as our federal services sector.
  • Identify risks and issues and propose solutions to effectively mitigate or resolve them
  • Responsible for mentoring and empowering the application development teams
  • Develop standards, repeatable processes, and reusable components
Required Skills and Experience
  • 7+ years of experience in Aspect Contact Center suite - Aspect Unified IP, APM, WFO, AQM, Speech Analytics, Tiles, ACD, IVR, CTI, SIP
  • Candidate must have strong experience as a solutions architect with a focus on the Contact Center, well versed in multi-channel technologies and telephony platforms, with an emphasis on holistic integration on the back-end to perform an end-to-end service
  • Candidate must have in-depth knowledge of agile development
  • Previous experience as a lead architect on multiple large-scale product or enterprise designs
  • Self-starter that demonstrates initiative and ability to work independently with minimal direction and with a high level of initiative and maturity in a team environment
  • Experience in Aspect Voice Portal, M3 Designer, Avaya CXP based application development
  • Experience in building complex IVR call flows and routing
  • Experience in Nuance for Speech Engine development ( TTS, STT, ASR )
  • Worked on backend integration with core platforms using web services/REST API's in IVR
  • Thorough understanding of the micro service design pattern and how it could apply to IVR self-service.
  • Basic working knowledge of Contact Center Components like switches, IVR server, App Server and Database Server.
  • Experience in VXML, CCXML, Java 8-9, JEE, Eclipse for IVR framework based development.
  • Able to estimate work volume with the given requirements, while considering current technical and staffing constraints.
  • Able to understand what technical debt is, and how it occurs and how it can be managed.