Senior IVR Developer

Quick Facts

• Role: Senior IVR Developer (Voice SME / Developer)

Description

You will 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. The work includes conversational workflows using ASR, TTS, NLU/LLMs, dialogue management, and integrations with REST APIs, webhooks, CRM systems, databases, and enterprise applications. You will also monitor production systems, troubleshoot telephony/API/call-flow/voice-quality issues, and improve performance using logs and transcripts.

Responsibilities

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

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

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

• Develop integrations with REST APIs, webhooks, CRM systems, databases, and enterprise applications

• Design bot-to-human escalation while passing relevant customer and conversation 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 (Twilio, Amazon Connect, Genesys, NICE, Cisco, Five9, 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 GCP

• Strong debugging, troubleshooting, and production support skills

Benefits

Not specified in the provided posting.