Interactive Voice Response (IVR) Developer (Saudi National)

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.

Experience Level

This position requires 5-10 years of experience in IVR development and related fields.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia.