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As an IVR Developer, you will play a key role in shaping the organization's voice communication infrastructure. This position is central to delivering seamless and intelligent customer experiences by aligning advanced IVR capabilities with strategic business goals. You’ll work in a dynamic environment that blends legacy technologies with modern cloud solutions, contributing to the organization's digital transformation journey. The role requires close collaboration with cross-functional teams, including IT, infrastructure, and business stakeholders, to ensure reliable and scalable voice solutions that support evolving operational needs.
Responsibilities
Develop and maintain IVR (Interactive Voice Response) applications using Genesys GVP and Composer
Design and implement call routing strategies and customized voice processes based on business requirements
Ensure smooth integration between information systems, customer service agents, and end-users
Support core contact center functions, including CTI, call recordings, and ANI/DNIS recognition
Integrate IVR systems with third-party applications, including CRM systems and TTS/ASR engines
Collaborate with IT and infrastructure teams to ensure system stability and functionality
Assist in the migration to Genesys Cloud, including adapting existing applications and processes
Qualifications
Proven experience in developing IVR applications using Genesys GVP and Composer
Experience in designing and implementing routing strategies in Genesys systems
Strong understanding of the Call Center domain
Proficiency in JavaScript, SQL, VoiceXML, ECMA Script, XML/JSON
Experience with CRM integration and TTS/ASR engines
Experience with Genesys Cloud (Architect) – an advantage
Familiarity with CI/CD tools (Jenkins, Git, Docker) – an advantage