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Manager - IVR Developer

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Date: 26-Mar-2021

Location: Pune, India

Company: Tata Communications

Job Family Descriptor

Contact Center L3 level Product knowledge:

  • Avaya Aura Experience Portal (AAEP) / Avaya Voice Portal (AVP)
    • 3+ years of experience working on Avaya Orchestration Designer for the Avaya Experience Portal platform
    • Interactive Response/Interactive Voice Response (IR/IVR)
    • Advanced Experience with Nuance Speech Recognition
    • Expert Knowledge and experience on the latest Avaya platform
    • Avaya Platform Experience such as Avaya Site Administration (ASA) and Avaya One-X
  • AWS Connect Platform
    • 2+ years of experience working with contact flow design in an AWS Connect contact center environment preferred
    • Experience working on Amazon Polly for text to voice, AWS Lambda
  • Ability to read and interpret voice diagrams, call flows and routing diagrams into IVR code.
  • Program management experience is required.
  • SDLC experience a plus.
  • Excellent verbal and written communication skills
  • Knowledge of Telecom Principles and how to design and implement a voice network
  • Experience of working in a call center engineering and/or operations environment

Broad outline of the Role

  • Daily programming on Avaya Orchestration Designer and AWS Connect to implement change requests
  • Rotational On-Call for 24X7 support of Contact Center IVR Incidents, work incident tickets via ServiceNow
  • Monitoring the IVR system and suggesting the proactive steps to maintain maximum uptime of IVR system
  • Occasional interaction with Microsoft Server Management, Windows, Linux, Active Directory, and Virtual Installations.
  • Daily interface with Nuance Speech Recognition
  • Occasional interaction with Voice over Internet Protocol (VoIP) and IP trunking concepts, topology design – VoIP media RTP/RTCP


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