Contact Center Infrastructure IVR Engineer
Core
Design, deliver, and support call steering applications and IVR systems for Apple's online store to ensure production functionality and application health.
Role type
Senior IC contact center infrastructure engineer (IVR)
Builds
Call steering applications and IVR enterprise solutions
Domain
Telecommunications / Contact Center Infrastructure
Required skills
IVR system architecture, Genesys GVP, speech recognition, DDTMF applications, call steering, operational KPIs, UAT, production validation testing
Preferred skills
Flowchart creation, risk evaluation, independent judgment, high-impact production support
Technologies
Genesys GVP, speech recognition, DTMF
Responsibilities
Design, deliver, and support call steering applications; Extract, analyze, and present data to stakeholders; Maintain operational KPIs and dashboards; Execute User Acceptance Testing and Production validation Testing scenarios
Seniority
Senior, hands-on IC