Telephony Developer
Role Overview:
Responsible for developing and supporting telephony solutions for contact center operations, ensuring smooth call flows and an optimal customer experience.
Key Responsibilities:
- Develop and maintain call flow scripts (IVR / voice solutions)
- Provide technical support for telephony changes and enhancements
- Collaborate with stakeholders to improve customer journey and call experience
- Support API integrations and system connectivity
- Assist in planning and optimizing communication workflows
- Troubleshoot and resolve telephony and contact center issues
Requirements:
- Experience in software development (2+ years for junior, higher for mid/senior roles)
- Knowledge of programming languages such as Java, VoiceXML (VXML), PHP, SQL
- Familiarity with HTML, JavaScript, JSP
- Experience with Oracle or MS SQL databases
- Exposure to tools/platforms like Twilio, Aspect, Genesys, WebSphere, Eclipse, Postman
- Understanding of API integrations
Key Skills:
- Strong problem-solving and analytical thinking
- Effective communication and collaboration skills
- Ability to manage tasks independently and work in teams
- Customer-focused mindset with attention to user experience
