IVR System Engineer

Key Responsibilities:

Manage, administer, and support the Contact Center's IVR and Telephony infrastructure, ensuring high availability and system resilience.
Implement and maintain capacity planning processes for all IVR and Telephony components to ensure compliance with service-level agreements (SLAs).
Coordinate communication requirements with stakeholders and support new installations or configurations to ensure seamless operations.
Support and execute migrations, upgrades, and platform transitions of IVR services.
Manage and troubleshoot issues related to interconnection support for various banking services.
Engage in vendor/supplier management, ensuring SLA compliance and performance delivery for all supported IT services.
Develop, integrate, and maintain IVR logic using programming languages and web services.
Please make sure all work is compliant with internal IT standards, policies, and procedures.

Required Qualifications:

Minimum 4 years of hands-on experience administering and supporting Genesys IVR systems (Pure Engage / CX).
3+ years of experience in programming languages: C++, Java, VoiceXML, Python.
Solid experience in developing and consuming REST / SOAP API Web Services.
Proficient in database management using SQL, MySQL, and PostgreSQL.
Demonstrated experience in IVR service migrations, upgrades, and platform transformations.
Strong problem-solving, communication, and coordination skills.

Preferred Skills:

Experience in financial services or large enterprise IT environments.
Familiarity with cloud-based IVR or Telephony solutions.
Understanding of ITIL processes and SLA reporting.