DGM - IVR Application Delivery - Technology Transformation Team

Position: IVR Application Delivery

Location: Gurgaon / Bangalore / Pune

Reporting to: IT Apps Leader

The Role

We are looking for a seasoned professional with 12+ years of experience to lead a Technology Transformation team of skilled resources to provide pre sales support, develop/implement and maintain contact centre application such as WEB, IVR, Call Routing, CTI and Knowledge Management applications for global clients

Key Responsibilities:

- Leading project delivery team for the life of the project duration

- Managing large implementations and handling multiple clients & projects

- Should have experience in pricing and commercial packaging of solutions

- Deployment of multichannel / Omnichannel / Unified Queuing solution

- SQA for IVR application development and delivery

- As an Application Developer, should be able to develop, deploy, and distribute applications in a production environment

- Ability to work in all phases of the Software Development Lifecycle (SDLC) from inception through implementation

- Working on IVR Application Deployment & Multichannel, which involves

- Experience on Email Workflow Design and Management

- Experienced on Email management solutions (eGain and other Multichannel platform)

- Experienced on Chat, Offers and Chat bot solutions (eGain)

- Experienced on Knowledge management (eGain) solutions

- Experienced on contact centre application support and testing

- Knowledge on steady state support process

- Knowledge on IVR, CTI on Any technologies (Asterisk, Genesys, Avaya or Cisco)

- Knowledge on Sugar CRM

Technical Skills Required:

- Hands-on experience of Avaya and other IVR platform's on DTMF and Speech applications

- Experience in delivering projects in AGILE SCRUM methodology & Java/Microsoft Technologies

- Working knowledge of Object Oriented Analysis/ Object Oriented Design methodologies and life cycles

- Demonstrated experience with version control tools such as Subversion

- Experience working with Web Services (SOAP, REST, HTTP, HTTPS), Database (RDBMS and No SQL), MSMQ- s/WAS MQ- s

- Working knowledge of Eclipse and Tomcat, WAS, JBOSS

- Working knowledge of Logging frameworks, continuous integration tools

- Experience in Java based frameworks (Struts, Spring, hibernate) will be the added advantage