YOUR WORK

In this role, you will:

• Be responsible for the development of enhancements to BSC’s enterprise Interactive Voice Response (IVR) system
• Implement speech recognition menus using directed, and natural language models
• Develop and maintain RESTful web services used by the IVR
• Implement routing and automation scripts for the Genesys PureCloud contact center
• Support Quality Assurance and User Acceptance Tests
• Troubleshoot production IVR issues
• Support production deployment of IVR code
• Adopt and apply software engineering concepts and processes to software development
• Provide input to designs and technical specifications
• Develop user interfaces and application programs using the technical specifications and design documents provided
• Tests, debugs, and maintains code according to the technical specifications
• Provide knowledge transfer to less experienced staff

YOUR KNOWLEDGE AND EXPERIENCE

• Requires a bachelor’s degree, preferably in Computer Science, Information Systems or similar, or equivalent experience
• Requires at least 5 years of prior relevant experience
• Experience working as an IVR or contact center developer preferred
• Experience with Java and Python or other scripting languages
• Experience developing and consuming web services preferred
• Familiarity with the Azure cloud environment is a plus
• Strong technical, analytical, and interpersonal skills
• Superior attention to detail with excellent written and verbal communication skills
• Excellent problem solving, research, and follow-up skills
• Self-motivation and ability to work independently

PHYSICAL REQUIREMENTS:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

YOUR ROLE

As an Application Developer you will support our Interactive Voice Response (IVR) system as we upgrade to next generation customer service tools and contact center products. In this role you will be responsible for maintaining and enhancing the enterprise IVR system which offers self-service capabilities and serves as the entry point into the contact center.

In this role, you will:

• Be responsible for the development of enhancements to BSC’s enterprise Interactive Voice Response (IVR) system
• Implement speech recognition menus using directed, and natural language models
• Develop and maintain RESTful web services used by the IVR
• Implement routing and automation scripts for the Genesys PureCloud contact center
• Support Quality Assurance and User Acceptance Tests
• Troubleshoot production IVR issues
• Support production deployment of IVR code
• Adopt and apply software engineering concepts and processes to software development
• Provide input to designs and technical specifications
• Develop user interfaces and application programs using the technical specifications and design documents provided
• Tests, debugs, and maintains code according to the technical specifications
• Provide knowledge transfer to less experienced staf