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For your reference, we have included the original job posting below.
IVR Solutions Architect
Job Number:
38311751
Company Name:
TeleTech Holdings
Job Location:
Austin, TX US
Job Category:
Information Technology
IVR Solutions Architect
IVR Solutions Architect
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our Contact Center and speech solutions. We are a Cisco Gold Preferred Partner and attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.
We are seeking an IVR Solutions Architect, located anywhere in the US, to design and develop call steering and voice self service applications as part of our CTI and Speech Solutions division. If you have experience working with IVR and Advanced Speech Systems in a contact center environment, we want to talk to you!
As an IVR Solutions Architect you will:
Lead Voice Self-Service reengineering of large, multi-location contact centers
Design, develop and implement call steering and voice self service applications
Develop overall strategy for IVR and voice self service architecture
Define requirements and business specifications to drive technical design
Develop call flows and design specifications for speech applications
Required Skills:
5 Years of Industry Experience working with Contact Center Technology
5 Years of Technical Experience with IVR and Advanced Speech Systems
Experience in managing large multi-site contact center implementations
Experience managing development teams working with IVR & Speech applications. Familiar with call flows from IVR to CTI for call routing and screen pop
Experience in writing design specifications for IVR and Speech applications
Experience in developing call flows for complex applications
Successful track record of developing speech applications for contact center operations
Strong understanding of Natural Language design and Directed Dialogue design techniques for speech applications
Strong knowledge of IVR, Speech Engine, Back-end, Reporting, and CTI architecture
Strong knowledge of various speech engine capabilities and tuning concepts
Strong business analysis, requirements, design and documentation skills
Ability to communicate both functional and technical concepts to the client
Bachelor's Degree; Masters Degree or MBA is a strong plus
In addition, the ideal candidate will have experience with:
VXML based IVR platforms such as CVP, GVP, AVP, Voxeo, and Voxify. Experience with Cisco CVP is a strong plus.
Traditional IVR platforms such as Intervoice, Edify, or Nortel
Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance OSR, Recognizer v9, RealSpeak 4.x, and Speechify
Nuance MRCP (SWMS or Nuance Speech Server) and Licensing components
Voice Biometrics and Nuance SpeechSecure and Verifier 4.0
IBM WVS
Speech Tuning process
Web technology and application servers
Tomcat
WebSphere
IIS
Apache
WebLogic
Integration with back-end data systems and CTI
Cisco ICM, Genesys
Web Services, HTTP/XML
Database via SQL, JDBC/ (MS SQL Server, Oracle, Informix)
