Senior IVR Application Developer (Hybrid - Lansing, MI)

OpTech - Lansing, MI

Full-time - Senior

Hybrid - Lansing, MI

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Senior IVR Application Developer will be responsible for designing, developing, and supporting advanced IVR applications as part of a long-term project. This role requires a strong background in telephony systems integration and object-oriented programming, with a focus on enhancing contact center operations through effective IVR solutions. The position is hybrid, requiring in-office attendance 2-3 times a week in Lansing, MI.

Responsibilities

• Design, develop, and support advanced IVR applications.
• Integrate telephony systems with other computer systems using protocols such as SOAP, VXML, SQL, XML, and REST.
• Interpret and troubleshoot SIP-based VoIP traffic and integrate dissimilar SIP telephony systems.
• Understand and enhance contact center operations, including key metrics and workforce management needs.
• Manage and develop speech recognition systems and grammars.

Requirements

• At least 5 years of experience in telephony systems integration and cross-system communication protocols.
• Proficiency in an object-oriented programming language.
• Knowledge of PBX architecture and telecommunication network services.
• Strong understanding of contact center operations and metrics.
• Experience with Genesys Cloud is a plus.

Nice-to-haves

• Working knowledge of SIP-based VoIP traffic troubleshooting.
• Experience with speech recognition systems.

Benefits

• Hybrid work environment with flexible scheduling.
• Opportunity to work on a long-term project with a great team.