Manager - Database and IVR Developer

About the Role

The Contact Center Specialist is responsible for analyzing, planning, designing and developing quality based Contact Center applications based on the client technology platform. This person must have quality communication and technical skills and be able to work in a team environment to insure quality support to Client business units.
The position requires extensive experience in contact center operations, contact center technologies and contact center strategies. The candidate must also possess experience in software development, deployment and maintenance. Management of cross-functional teams as well as departments is required.
This position will add business value by delivering contact center solutions, through a team of technology professionals, which efficiently use our current environment and take advantage of new technologies to build highly utilized and effective applications.
The position requires working knowledge of contact center technologies with an emphasis on Avaya solutions. This includes the analysis, design, development, testing, installation, and maintenance of systems and acting as interface with contact center business partners for day to day support as well as execution of projects to improve and evolve the contact center operations.
Projects utilize a variety of hardware and software technologies and may include new code construction, modifications to existing modules, and/or package implementation.


Key Responsibilities

  • Support Avaya Infrastructure ensuring the platform is fully operational and meets documented Service Level objectives.
  • Support/Implement periodic upgrades of the Avaya Infrastructure as required. Includes both patch updates and full version upgrades.
  • Implement, document, and maintain Avaya Voice Portal IVR Applications for all business units.
  • Support business requests for routing changes using the necessary process controls to ensure production operation is not at risk.
  • Exhibit proficiency in the installation and configuration of Avaya Voice Portal and Avaya Aura Voice and CTI Platform.
  • Provide second level support and maintenance for the Nuance Speech Platform.
    Support periodic platform upgrades and/or solution design changes that may arise.
  • Provide first level support and maintenance for the Call Center Platform.
  • Support periodic platform upgrades and assist with troubleshooting scheduling issues that may arise with business users.
  • Should possess advanced skills in managing Contact Centre CRM, IVR, Dialer, WFM, and Knowledge Management Portal and should be able to have a seamless coordination established between Bank, Service Partners, and Regulatory bodies for approvals on technology deployments.
  • Should possess experience in techniques and technology leading to the production and design of complex Voice and communication systems including requirements discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment , technology selection and design configuration.
  • Strong skills in applications development mainly within Web communication and customer engagement technology. Should possess Strong analytical skills to understand Business requirements and make technical recommendations for a cost effective solution with clear understanding of the Technical architecture.
  • Should possess knowledge of all phases of Software development so as to effectively monitor the design, coding, testing and debugging and implementation. Skilled to set up and support large scale inbound and outbound Contact Centre setup.



BE/ B.Tech / Graduate

Role Proficiencies:


Experience with Avaya Framework and Avaya IVR tools such as Orchestrator Design, Eclipse Framework, Computer Telephony Interfaces and Nuance Speech Platform

  • Degree:

    BE / B.Tech / Graduate

  • Job Type:

    Full time

  • Salary:

    1500000 - 2500000 P.A.

  • Location:

    Mumbai, Maharashtra

  • Industry:

    BFSI Fintech & Financial Services

  • Primary Skills:

    avaya, IVR Developer

  • Secoandry Skills:

    Avaya Aura Voice, Avaya Infrastructure, Avaya Voice Portal, Contact Center Applications, Contact Center Specialist, CRM, CTI Platform, Dialer, IVR, IVR applications, WFM

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