Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap – Right Talent – Right Time – Right Place – Right Price and acting as a Career Coach to our consultants.
Role: IVR Development and Telephony Systems
Location: Dallas , TX (Hybrid)
Full Time Hire / Permanent
Job Description:
1. IVR Development and Maintenance:
o Design, develop, and maintain IVR call flows based on business requirements.
o Implement IVR logic using tools like Genesys Cloud, Twilio, or similar platforms.
o Write and maintain configuration files (e.g., YAML, JSON) for IVR flows.
2. Integration with Backend Systems:
o Integrate IVR systems with backend services such as payment gateways, CRM systems, and databases.
o Develop APIs and data actions to retrieve and update customer information in real-time.
3. Error Handling and Optimization:
o Implement robust error handling and fallback mechanisms for IVR flows.
o Monitor and optimize IVR performance to reduce call drop rates and improve customer experience.
4. Collaboration with Stakeholders:
o Work closely with product managers, UX designers, and customer support teams to gather requirements and design IVR flows.
o Collaborate with QA teams to test and validate IVR functionality.
o Stay updated on industry trends and emerging technologies in IVR and telephony.
o Propose and implement improvements to enhance the IVR system's capabilities and customer experience.
Experience:
• 7+ years of experience in IVR development and telephony systems.
• Experience with IVR platforms such as Genesys Cloud, Twilio, Amazon Connect, or similar.
• Proficiency in programming languages such as JavaScript, Python, or Java.
• Experience with configuration files (e.g., YAML, JSON) and scripting for IVR flows.
• Familiarity with APIs and integrating IVR systems with backend services.
Technical Skills:
• Strong understanding of telephony protocols (e.g., SIP, RTP).
• Experience with speech recognition and text-to-speech (TTS) technologies.
• Knowledge of payment gateway integrations and secure payment processing.
• Familiarity with error handling, logging, and monitoring tools.
Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• Ability to work in a fast-paced, dynamic environment.
• Attention to detail and a focus on delivering high-quality solutions.
Preferred Qualifications
• Experience with Genesys Cloud or similar cloud-based contact center platforms.
• Knowledge of customer experience (CX) principles and best practices.
• Familiarity with Agile/Scrum methodologies.
• Experience with DevOps practices and CI/CD pipelines.
Key Performance Indicators (KPIs)
• Reduction in call drop rates and IVR errors.
• Improvement in customer satisfaction scores (e.g., CSAT, NPS).
• Successful implementation of new IVR features and integrations.
• Timely resolution of IVR-related issues and bugs.
Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management and beyond.
Equal Employment Opportunity Statement:
Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Awards and Accolades:
• America's Most Honored Businesses (Top 10%)
• Awarded by USPAAC for Fastest Growing Business in the US
• 12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)
• Fastest 50 by NJ Biz (2020, 2019, 2020)
• INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)
• Top 100 by Dallas Business Journal (2020 and 2019)
• Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
• 2019 Spirit of Alliance Award by Agile1
• 2018 Best of the Best Platinum Award by Agile1
• 2018 TechServe Alliance Excellence Awards Winner
• 2017 Best of the Best Gold Award by Agile1(Act1 Group)
Thanks & Regards
Abhishek Kumar
Sr. Technical Recruiter
201-365-4885
abhishek@net2source.com
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