IVR Developer, Remote

  • Job Reference: 373551456-2
  • Date Posted: 15 September 2021
  • Recruiter: New Era Technology
  • Location: West Chester, Ohio
  • Salary: On Application
  • Sector: Education/Training
  • Job Type: Permanent

Job Description


IVR Developer

Remote Eastern or Central Time Zone

  • Full Benefits
  • Medical
  • Dental
  • Vision
  • 401K with a match
  • Flexible Spending Accounts
  • 28 days PTO including company holidays

Join New Era's growing team and experience a corporate culture that promotes personal and professional development.

We are looking for team members to contribute to and deliver our mission to securely connect people, places, and information in a rapidly changing digital world. Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.

New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

. Requirements:

The successful IVR Developer is as much a developer as they are a designer of menus, flows, and caller interaction points. Gone are the days of static keypress phone menus. Modern call center IVRs incorporate programmable responses and dynamic behavior, based on data integrated from web services. Many respond to natural phrases (How can I help you today?).

You will lead the customer through the IVR project lifecycle, from design sessions with customer business users expanding upon customer call flow outlines, through implementation and production go-live. You will interact with technical resources to understand how to use the customer's, and third parties, web services in the IVR design, validating that one or more web service calls make available the necessary data. And you will create diagrammed documentation of the final call flow, for customer and Support personnel for future reference.


Remote Eastern or Central Time Zone

  • 3 - 6 years working in a Contact Center
  • Previous experience with telecom, VoIP, or contact center call flow design is a huge plus
  • Familiarity with Fiddler, Postman, SOAP-UI, and similar web service testing tools
  • Familiarity with building web services, especially Spring Boot-based RESTful XML web services
  • Working knowledge of basic Linux server administration preferred
  • Working knowledge of Maven
  • Working knowledge of version control concepts and usage

IVR Developer duties:

Remote Eastern or Central Time Zone

  • Familiarity with Natural Language Processing concepts
  • Lead customer design sessions, producing as-built design documentation for customer and Support
  • Design and implement IVRs and corresponding Java-based backend client code
  • Provide technical assistance to Support in troubleshooting production IVRs and integrations
  • Maintain and expand knowledge of on-premise/hosted and cloud-based IVR platforms
  • Assist Customer Experience Architects with presales engineering discussions of a potential customer's IVR requirements and required effort

IVR Developer skills:

  • Excellent communications skills, ability to lead conversations and design sessions with both technical and non-technical customer resources
  • Excellent analytical and design skills, ability to identify and lead discussions around corner cases and failure scenarios
  • Excellent debugging skills, with the ability to reconstruct customer usage and isolate root cause(s) based on activity log entries
  • Ability to act as a key technical support resource to the Support/Ops organization in troubleshooting customer production issues on projects you previously participated in
  • Previous experience working with HTTP-based web service APIs
  • Previous experience working with XML and JSON without auto-generated code files