Interactive Voice Response (IVR) Developer (Saudi National)

We are looking for an experienced IVR Developer to design, develop, implement, and optimize Interactive Voice Response (IVR) solutions aligned with business requirements and customer experience goals. Key Responsibilities • Design and develop IVR applications, call flows, menus, prompts, routing logic, and self-service workflows. • Develop and customize IVR scripts using platforms such as Avaya, Cisco, Genesys, Twilio, Zoom, and Amazon Connect. • Integrate IVR solutions with CRM, C2M, ERP, contact center, and ticketing systems. • Work with APIs, databases, middleware, and web services to enable data-driven IVR interactions. • Ensure integration with SIP, VoIP, PSTN, and telephony platforms. • Implement skill-based routing, call queuing, callbacks, multilingual menus, and self-service capabilities. • Support multi-channel customer engagement, including voice, SMS, and chatbot handoff. • Customize IVR workflows based on business requirements and customer journey mapping. • Conduct end-to-end, load, and stress testing before production deployment. • Troubleshoot IVR issues and provide ongoing monitoring, support, and performance optimization. • Conduct quarterly IVR health checks to ensure system availability and functionality. • Maintain technical documentation covering IVR workflows, configurations, integrations, and changes. • Identify and address security vulnerabilities highlighted by the Information Security team. Required Qualifications & Experience • Bachelor’s degree in Computer Science, Information Technology, or a related field. • 4-5 years of hands-on experience in contact center and IVR environments. • Strong experience with contact center platforms such as Zoom, Bright Pattern, Cisco, and Avaya. • Hands-on knowledge of IVR development, call routing, telephony integration, APIs, databases, and middleware. • Strong troubleshooting, testing, integration, and system optimization skills. • Good understanding of SIP, VoIP, PSTN, and contact center technologies. • Experience working with enterprise CRM, ERP, ticketing, and customer-service platforms. Show more Show less

Bachelor’s degree in Computer Science, Information Technology, or a related field. 4-5 years of hands-on experience in contact center and IVR environments. Strong experience with contact center platforms such as Zoom, Bright Pattern, Cisco, and Avaya. Hands-on knowledge of IVR development, call routing, telephony integration, APIs, databases, and middleware. Strong troubleshooting, testing, integration, and system optimization skills. Good understanding of SIP, VoIP, PSTN, and contact center technologies. Experience working with enterprise CRM, ERP, ticketing, and customer-service platforms.

Design and develop IVR applications, call flows, menus, prompts, routing logic, and self-service workflows. Develop and customize IVR scripts using platforms such as Avaya, Cisco, Genesys, Twilio, Zoom, and Amazon Connect. Integrate IVR solutions with CRM, C2M, ERP, contact center, and ticketing systems. Work with APIs, databases, middleware, and web services to enable data-driven IVR interactions. Ensure integration with SIP, VoIP, PSTN, and telephony platforms. Implement skill-based routing, call queuing, callbacks, multilingual menus, and self-service capabilities. Support multi-channel customer engagement, including voice, SMS, and chatbot handoff. Customize IVR workflows based on business requirements and customer journey mapping. Conduct end-to-end, load, and stress testing before production deployment. Troubleshoot IVR issues and provide ongoing monitoring, support, and performance optimization. Conduct quarterly IVR health checks to ensure system availability and functionality. Maintain technical documentation covering IVR workflows, configurations, integrations, and changes. Identify and address security vulnerabilities highlighted by the Information Security team.