IVR Project Lead

Job Title: IVR Project Lead

Location: San Jose, CA / Austin, TX - Onsite

Duration: / Term: 6+ months - Contract

Job Description:

• Key Responsibilities: IVR Lead: Oversee the entire IVR development lifecycle, from project planning and scoping to implementation and maintenance.
• Design: Collaborate with stakeholders to define IVR requirements and create detailed design specifications.
• Authoring Development: Develop IVR applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center.
• Operational Support: Provide Tier I, II, and III support for IVR applications, troubleshooting issues and resolving customer inquiries.
• Integration: Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.
• Performance Optimization: Optimize IVR performance to ensure efficient and effective customer interactions.
• Documentation: Create and maintain comprehensive documentation for IVR solutions, including design specifications, user manuals, and troubleshooting guides.
• Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver

Key Responsibilities:

• Oversee the entire IVR / Cases development lifecycle, from project planning and scoping to implementation and maintenance.
• Design: Collaborate with stakeholders to define IVR requirements and create detailed design specifications.
• Authoring/Development: Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center & Java
• Operational Support: Provide Tier I, II, and III support for IVR / Cases applications, troubleshooting issues and resolving customer inquiries.
• Integration: Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.
• Performance Optimization: Optimize performance of the system to ensure efficient and effective customer interactions.
• Lead a team of engineers and cross-functional stakeholders in the development and launch of [specific project/product].
• Documentation: Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.
• Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.
• Provide guidance and support to the Scrum Team on Agile principles and Scrum practices.
• Act as a liaison between the Scrum Team and external stakeholders, including product owners, management, and other teams.
• Proficiency in scripting languages (e.g., JavaScript, Java, Python).
• Excellent communication and leadership skills.

MANDATORY REQUIREMENT

• Understanding of IVR design principles and best practices.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Strong experience with Google Cloud Platform (Google Cloud Platform) and its IVR-related services (e.g., Dialogflow, Contact Center).
• Experience with contact center technologies and processes.
• Certifications in Google Cloud Platform or related technologies.
• Authoring/Development: Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center AI.
• Documentation: Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.
• Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.

Key Skills:

IVR, GCP, Dialogflow, Contact Center, JavaScript, Java, Python