Interactive Voice Response (IVR) Developer (Saudi National)

📣 إعلان

منذ ساعة واحدة تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

VaporVM is seeking an experienced Interactive Voice Response (IVR) Developer to join our team in Riyadh, Saudi Arabia. This full-time role involves designing, developing, implementing, and optimizing IVR solutions that align with business requirements and customer experience objectives. The ideal candidate will have 5-10 years of relevant experience.

Key Responsibilities

Design and develop IVR applications, including call flows, menus, prompts, routing logic, and self-service workflows.
Develop and customize IVR scripts using platforms such as Avaya, Cisco, Genesys, Twilio, Zoom, and Amazon Connect.
Integrate IVR solutions with CRM, C2M, ERP, contact center, and ticketing systems.
Work with APIs, databases, middleware, and web services to enable data-driven IVR interactions.
Ensure integration with SIP, VoIP, PSTN, and various telephony platforms.
Implement features such as skill-based routing, call queuing, callbacks, multilingual menus, and self-service capabilities.
Support multi-channel customer engagement, including voice, SMS, and chatbot handoff.
Customize IVR workflows based on business requirements and customer journey mapping.
Conduct end-to-end, load, and stress testing prior to production deployment.
Troubleshoot IVR issues and provide ongoing monitoring, support, and performance optimization.
Conduct quarterly IVR health checks to ensure system availability and functionality.
Maintain technical documentation covering IVR workflows, configurations, integrations, and changes.
Identify and address security vulnerabilities as highlighted by the Information Security team.

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Strong experience with contact center platforms such as Zoom, Bright Pattern, Cisco, and Avaya.
Hands-on knowledge of IVR development, call routing, telephony integration, APIs, databases, and middleware.
Strong troubleshooting, testing, integration, and system optimization skills.
Good understanding of SIP, VoIP, PSTN, and contact center technologies.
Experience working with enterprise CRM, ERP, ticketing, and customer-service platforms.