IVR Developer – Design & Implement Interactive Voice Solutions

About the role

We are seeking an experienced IVR Developer to design, build, and optimise interactive voice response solutions that meet business requirements and enhance customer experience. The role involves end‑to‑end development, integration with enterprise systems and ongoing performance monitoring.

Key responsibilities

• Design and develop IVR applications, call flows, menus, prompts, routing logic and self‑service workflows.
• Create and customise IVR scripts on platforms such as Avaya, Cisco, Genesys, Twilio, Zoom and Amazon Connect.
• Integrate IVR solutions with CRM, ERP, contact‑center and ticketing systems using APIs, databases and middleware.
• Implement SIP, VoIP and PSTN integration, skill‑based routing, call queuing, callbacks and multilingual menus.
• Support multi‑channel engagement including voice, SMS and chatbot hand‑off.
• Perform end‑to‑end, load and stress testing and conduct quarterly health checks.
• Troubleshoot issues, monitor performance and optimise system availability.
• Maintain technical documentation and address security findings.

Required profile

• Bachelor’s degree in Computer Science, IT or a related field.
• 8–10 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.
• Proven ability to develop, test and optimise IVR applications and integrations.
• Good understanding of SIP, VoIP, PSTN and related telephony technologies.

Required skills

• Avaya, Cisco, Genesys, Twilio, Zoom, Amazon Connect platforms.
• SIP, VoIP, PSTN telephony protocols.
• API development and integration, database and middleware knowledge.
• CRM, ERP and ticketing system integration.
• Skill‑based routing, call queuing, callbacks and multilingual IVR design.
• Load, stress and performance testing.