IVR Technical Project Lead

Laiba Technologies • San Jose, CA

401d • $145,600 - $166,400

About The Position

The IVR Technical Project Lead is responsible for overseeing the entire lifecycle of IVR and Cases development, from project planning and scoping to implementation and maintenance. This role involves collaborating with stakeholders to define IVR requirements, developing applications using Google Cloud Platform tools, and providing operational support for IVR applications. The position requires strong technical skills in IVR design and scripting languages, as well as the ability to lead a team and work closely with cross-functional teams to ensure successful project delivery.

Requirements

• Proficiency in Cisco CallStudio and Cisco IVR Callflow Design and Coding.
• Proficiency in scripting languages such as JavaScript, Java, and Python.
• Understanding of IVR design principles and best practices.

Responsibilities

• Oversee the entire IVR / Cases development lifecycle, from project planning and scoping to implementation and maintenance.
• Collaborate with stakeholders to define IVR requirements and create detailed design specifications.
• Develop IVR / Cases applications using Google Cloud Platform tools and technologies, such as Dialogflow and Contact Center & Java.
• Provide Tier I, II, and III support for IVR / Cases applications, troubleshooting issues and resolving customer inquiries.
• Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.
• 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 projects/products.
• Create and maintain comprehensive documentation for IVR / Cases solutions, including design specifications, user manuals, and troubleshooting guides.
• 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.

Benefits

• Competitive hourly pay of $70.00 - $80.00 per hour.
• Opportunity to work on innovative projects in a collaborative environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed