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15h Left: IVR Design Lead

1 month ago

Toronto, Ontario, Canada GuruLink Full time
Location: Toronto, Ontario

As the IVR Design Lead, you will play a pivotal role in shaping the design, functionality, and performance of Interactive Voice Response (IVR) systems. Your responsibilities will include leading the end-to-end design process, collaborating with stakeholders to gather requirements, and delivering IVR solutions that meet both business and technical objectives. This leadership role also involves mentoring team members, ensuring the highest design and development standards, and overseeing deployments across all environments. Expertise in Java, Customer Voice Portal (CVP), and REST API integrations is crucial for success in this position.

Key Responsibilities:

- Lead requirement-gathering sessions and document the existing IVR design, workflows, and limitations.
- Provide strategic insights and recommendations to enhance the current IVR architecture based on business needs.
- Create, update, and maintain design documentation in tools such as Confluence, ensuring alignment with stakeholders.
- Drive the design and implementation of new IVR solutions by incorporating changes specified in requirement packages.
- Develop, modify, and integrate Java code, CVP, and REST APIs into IVR systems to meet project goals.
- Mentor and guide junior developers to foster skill growth and ensure successful delivery of projects.
- Conduct regular code reviews to uphold industry standards and ensure code quality.
- Support all phases of testing, including System Integration Testing (SIT), Business Acceptance Testing (BAT), Production Acceptance Testing (PAT), and Load/Soak Testing.
- Manage the deployment and promotion of IVR code across multiple environments, ensuring seamless transitions.
- Collaborate closely with QA teams to resolve design-related queries and address any issues encountered during testing.
- Monitor the performance of IVR systems post-deployment, ensuring their stability and scalability.
- Provide timely resolutions for technical issues during testing and production phases.

Must Have Skills:

- Bachelor's degree in Computer Science, Engineering, or a related field.
- 5+ years of experience in IVR design, with hands-on expertise in Java, CVP, and REST API integrations.
- Proven track record in requirement gathering, documentation, and designing IVR solutions.
- Strong background in IVR application development and integration, including hands-on coding.
- Experience managing deployment pipelines and promoting code across testing environments.
- Exceptional communication skills, with the ability to simplify technical concepts for business stakeholders.

Nice to Have Skills:

- Experience with telephony platforms like Genesys, Cisco, or other IVR solutions.
- Knowledge of cloud platforms, including AWS, Google Cloud, or Microsoft Azure.
- Familiarity with collaboration and documentation tools such as Confluence and JIRA.
- Previous experience in leadership or mentoring roles, driving team performance and innovation.

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