IVR & Voice Bot Developer (SME)

Quick Facts

• Role: SME / Developer (IVR & Voice Bots)

• Location: Houston, TX (Onsite)

• Rate: $65/hr

Description

Design and develop IVR call flows for inbound and outbound customer journeys, and build AI-powered voice bots for automated customer self-service. Develop conversational workflows using ASR, TTS, NLU/LLMs, and dialogue management, and integrate them with REST APIs, webhooks, CRM systems, and databases. Support production by troubleshooting telephony and application issues, monitoring performance, and improving customer experience using call 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; 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 solutions comply 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 flow design

• 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 (AWS, Azure, Google Cloud Platform)

• Strong debugging, troubleshooting, and production-support skills

Benefits

• Onsite role in Houston, TX

• Rate: $65/hr