IVR Developer

Profile

Position Summary

The IVR Developer is responsible for the design and implementation of sophisticated natural language voice applications, chatbots and various call center technology tools that are integrated with our backend systems throughout the enterprise. The IVR Developer helps implement of our next generation of chatbots and Natural Language IVR solutions.

Primary Responsibilities

Provide technical expertise in all aspects of IVR/CTI solution design and application development and integration with different back-end systems. Work with the service development team, project managers, business analysts, web service software developers and users across the organization and create a fast, intuitive, and easy-to-use software. Develop complex IVR applications in a cross-functional and agile development team.

Lead the technical design planning and manage development of both IVR/CTI and back-end services. Document and present architectural decisions to the team, peers, and management. Provides architectural guidance to the development team.

Contributes complex application architecture, technical alternatives. Contributes to the SOA standards for the company. Conducts complex impact analysis.

Performs code and design reviews with peers. Follows best practices for test-driven development (unit testing and beyond). Designs functional/system integration tests and automation.

Deliver IVR application call flows and routing strategies, reusable and shared micro-service components, advanced solutions, and implementations of IVR application using VXML, GRXML and JAVA/J2EE. Collaborate with Business Analyst on product requirements analysis. Application voice tuning and increase the self-service using Nuance Speech Recognition grammar development, Nuance Vocalizers and Nuance Dialog Modules.

Drive the evolution of our solutions and ensure coding standards and software requirements are met. Assist Junior IVR developer and integration team in brainstorming, and research new design patterns into reusable components for deliverables and larger development teams across the organization. Develop and drive evolution of application development standards and coding guides.

Ensure user software requirements are met. Develop complex Routing Strategies in a cross-functional and Agile development team. Perform code reviews, code merges and monitor check-ins from all team members.

Work with groups within IT to further the DevOps culture around automation of builds, testing, deploys and scaling. Contribute to the SOA standards for the company. Mentor and train developers and help solve technical challenges.

Enhancement our existing IVR's (Interactive Voice Response) and call routing to increase contact center efficiency, reduce member handle time and increase customer satisfaction.

Provide consultation (architecting) with our next generation IVR by recommending changes necessary to migrate from our legacy touch-tone IVR to a Natural Language IVR.

Responsible for Voice Recording and Speech Analytics to ensure voice recordings are transcribed daily so the business can react to changes in member trends efficiently.

Research security vulnerabilities and apply the necessary fixes to the systems to ensure we are PCI compliant by protecting RoundPoint members data with industry standards.

Recommend appropriate modifications to such systems to positively impact RP competitive position.

Develop custom and ad hoc reports in tableau for tracking call center performance and trending analysis.

Work closely with operations, implementation and PMO teams responsible for user experience.

Develop and continuously improve usability and functionality.

Identify and manage potential integration partnerships with external applications (e.g. predictive dialers / auto-dialers).

Take initiative in tracking, anticipating, and proposing likely industry developments for the organization to stay ahead of customer needs and requirements.

Take a role as the expert with respect to telephony (i.e. - phones/fax systems)

Initiate and lead interactions among other teams within AssistRx to ensure coordination of development and support activities for our telephony solutions.

Ability to multi‐task in a fast‐paced organization.

Work with cross functional teams to ensure support for integrations across the platform and ecosystems.

Flexibility and adaptability to rapid change.

Positive attitude and sense of humor.

Develop an understanding of business issues and develop process and technology improvements that provide solutions

Ability to identify system enhancements to further automate processes to drive efficiencies

Owner of the IVR, Dialer and Workforce Management system to include system maintenance, implement IVR call flow or campaign design changes, wallboard design and maintenance and call recording storage, MSP coding for call reporting

Perform audits of users that ensure access rights are granted according to job role and skill set

Working with IT, monitor overall system performance and communicate system changes, outages, or planned maintenance windows

Create and maintain system tools that improve the end user experience

Complete assigned helpdesk tickets within established SLA

Guide the line of business management team throughout the project cycle

Manage internal and external vendors responsible for delivering technology and business process services, including participating in contract negotiations, establishing, and monitoring service delivery/productivity/quality standards setting priorities and analyzing costs as required

Working with the Program Managers, ensure programs are well documented for scope and business requirements

Regularly prepare executive updates for programs in process to keep the leadership and management team informed

Collaborates with key stakeholders across the organization to drive quality improvement in Loan Servicing

Incumbent will be responsible for meeting RoundPoint’s commitment to compliance

Qualifications

Required:

Bachelor’s degree or equivalent combination of education and work experience in software development.

8 years of programming experience with Web, Windows .NET framework, PowerShell, and C#, with at least 3 years as a senior software developer and/or technical lead with similar roles.

5 years’ experience ASP.Net Web API or ASP.Net MVC, Javascript, JSON and REST.

5 years of IVR developer experience

2 years of IT experience in Contact Center development

Proficient in object-oriented design and development using software development best practices.

Knowledge of Azure services (e.g. Worker Roles, Web jobs, Service Bus, Table Storage, Blob Storage, and Redis Cache).

Ability to create Architecture and Data Flow diagrams and produce high level visuals of solution designs.

Able to coordinate technical standards within a development team.

Ability to strongly influence peers and technical staff within the team.

Strong verbal, written, and presentation skills.

Demonstrated experience with utilizing and leveraging reference architectures across a team-based environment a plus.

Highly self-motivated and directed.

Desired:

Experience with Azure Services

3-5 years of call center experience

SQL Experience

Experience creating applications that work with Telephony Equipment (Dialers, IVR)

Deep understanding of cloud computing technologies, business drivers, and emerging computing trends.

Expert at designing, coding, and implementing with 24/7 stability, performance, scalability, localization requirements in mind.

Experience transient error handling, retry policies, asynchronous processing, queue driven processing, event processing, CQRS, and eventual consistency.

Experience in Mortgage servicing field a plus.

#LI-Remote

RoundPoint’s Employee Value Proposition:

A team where quality is required, hard work is rewarded, and wins happen.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

The employee is regularly required to talk or hear.

The employee is required to sit for extended periods of time and is occasionally required to stand and walk.

The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

Company info

RoundPoint Mortgage Servicing Corporation
Website : https://www.rpmservicing.com