Contact Center Engineer - Conversational IVR

Job Title: Contact Center Engineer - Conversational IVR

Location: Remote

Job Description

Design and implement contact center integrations and IVR call flows for transforming traditional DTMF-based IVR into an intelligent, multilingual conversational platform. Build and configure Avaya Experience Portal/Genesys solutions, develop Java-based integrations with backend systems, and implement real-time call processing workflows to support 10M+ annual customer interactions across 5 languages with seamless AI integration.

Key Responsibilities

1. Contact Center Platform Development & Configuration

Design and configure IVR call flows on Avaya Experience Portal or Genesys platform

Design and configure Conversational flows in Kore XO platform with detailed knowledge on Speech Recognizers and Text to speech systems

Transform DTMF-based menu navigation into conversational voice interactions

Implement call routing logic with multi-factor decision-making (intent, sentiment, urgency, tier, time)

Build intelligent escalation workflows from IVR to human agents

Configure language routing and preference-based call handling for 5 languages

Implement real-time data handoff to FireFly and Agent Desktop with full context

Design call quality monitoring and audio issue detection

2. Self-Service Transaction Workflows

Build self-service workflows for fee reversals (late fee, over-limit fee, annual fee)

Implement rewards redemption capability with eligibility verification

Design account closure workflows with retention logic and dynamic offer generation

Create authentication workflows with risk-based verification (TPIN, OTP, PN, ANI)

Build complaint handling workflows with severity assessment and intelligent routing

Implement non-customer engagement flows for product information and account opening

3. AI Integration & Real-Time Processing

Integrate with LLM APIs for conversational understanding and response generation

Build sentiment analysis integration for adaptive call handling

Design intent-based routing with NLU model integration

Implement proactive assistance and personalized upsell/cross-sell triggers

4. Quality Monitoring & Continuous Improvement

Implement real-time call quality monitoring (audio, network, system performance)

Build automated CSAT survey delivery and response collection

Design logging and monitoring for all call flows and transactions

Create dashboards for call metrics, containment rates, and system health

Implement error handling and fallback mechanisms for system failures

Required Skills

Education

Bachelors in Computer Science, Software Engineering, Telecommunications, or related field

Experience

6+ years in contact center development (Kore.ai XO, Avaya Experience Portal or Genesys platforms)

3+ years of IVR development and call flow design

Experience with conversational IVR or AI-powered contact center solutions preferred

Experience in financial services or regulated industries preferred

Technical Skills

Contact Center Platforms (Expert):

Avaya Experience Portal (VXML, call flow design, orchestration designer) OR

Genesys (Composer, Architect, routing strategies, IVR development)

IVR call flow design and optimization

Call routing and queue management

CTI (Computer Telephony Integration)

DTMF and voice recognition configuration

Integration & APIs (Advanced):

RESTful web services and SOAP

Database connectivity (JDBC, connection pooling)

Message queues (Kafka, RabbitMQ, JMS)

JSON/XML processing

API security (OAuth, JWT)

Telephony & VoIP (Advanced):

VoIP protocols (SIP, RTP, H.323)

Audio codecs and formats

Call control and transfer mechanisms

DTMF handling and voice prompts

Telephony quality metrics (MOS, jitter, packet loss)