Senior IVR Developer

Quick Facts

• Role: Senior IVR Developer

• Location: Houston, TX (Day 1 Onsite)

• Contract: 6 months+

Description

Design and develop IVR call flows for inbound and outbound customer journeys, and build AI-powered voice bots for customer self-service and automated calling. Create conversational workflows using ASR, TTS, NLU/LLMs, and dialogue management, then integrate them with REST APIs, webhooks, CRM systems, and databases. Support production systems by troubleshooting voice/telephony issues and improving performance using call analytics.

Responsibilities

• Design and develop IVR call flows for inbound and outbound customer journeys

• Develop and deploy AI-powered voice bots for self service and automated calling

• Build conversational workflows using ASR, TTS, NLU/LLMs, and dialogue management

• Integrate voice bots with REST APIs, webhooks, CRM systems, databases, and enterprise applications

• Design escalation to human agents while passing relevant context

• Troubleshoot SIP/telephony, API, webhook, call flow, and voice quality issues

• Monitor production IVR and voice bot applications and resolve incidents

• Analyze call logs, transcripts, and bot performance to improve containment and customer experience

• Collaborate with Product Managers, Solution Architects, QA, Telecom, and AI/ML teams

• Develop automated test scenarios for IVR and voice bot journeys

• Ensure compliance with security, privacy, recording, and telecom requirements

Requirements

• 8+ years of experience in IVR, telephony, contact center, or voice application development

• Hands-on experience with Exotel or comparable platforms such as Twilio, Amazon Connect, Genesys, NICE, Cisco, Five9, or Avaya

• Strong understanding of IVR, DTMF, PSTN, SIP, RTP, call routing, call recording, and call transfers

• Experience developing voice bots/conversational AI

• Practical knowledge of ASR, TTS, NLU, LLMs, prompt engineering, and conversation flows

• Strong programming skills in Python, Node.js, Java, or similar

• Experience with REST APIs, JSON, webhooks, databases, and microservices

• Experience integrating voice platforms with CRM and backend systems

• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform

• Strong debugging, troubleshooting, and production support skills

Benefits

• Contract length: 6 months+