Interactive Voice Response (IVR) Developer (Saudi National)

About the Role

VaporVM is seeking an Interactive Voice Response (IVR) Developer to join our team in Riyadh. This full-time role involves designing, developing, implementing, and optimizing IVR solutions to meet business requirements and enhance customer experience. The position requires 2-5 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 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.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4-5 years of hands-on experience in contact center and IVR environments.
• 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.
• Good understanding of SIP, VoIP, PSTN, and contact center technologies.
• Experience working with enterprise CRM, ERP, ticketing, and customer-service platforms.

Required Skills

• Strong troubleshooting skills.
• Proficiency in testing and integration.
• System optimization capabilities.

Work Environment

This is a full-time position based in Riyadh, where the IVR Developer will contribute to the development and maintenance of critical customer interaction systems.

Application Process

Interested candidates are encouraged to apply for this role. Salary details will be discussed during the interview process.