Google IVR Migration Support/Tester

Job Description

Job Title: Google IVR Migration Support/Tester

Location: Hybrid, Philadelphia, PA

Visa: Expect OPT & CPT

Key Responsibilities:

* Project Management: Oversee the entire IVR development lifecycle, from project planning and scoping to implementation and maintenance.

* Design: Collaborate with stakeholders to define IVR requirements and create detailed design specifications.

* Authoring/Development: Develop IVR applications using Google Cloud Platform tools and technologies, such as Dialog flow and Contact Center AI.

* QA/UAT: Conduct thorough testing to identify and resolve defects, ensuring the quality and reliability of IVR solutions.

* Operational Support: Provide Tier I, II, and III support for IVR applications, troubleshooting issues and resolving customer inquiries.

* Integration: Integrate IVR solutions with other systems and platforms, such as CRM, ERP, and contact center applications.

* Performance Optimization: Optimize IVR performance to ensure efficient and effective customer interactions.

* Documentation: Create and maintain comprehensive documentation for IVR solutions, including design specifications, user manuals, and troubleshooting guides.

* Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.

Required Skills and Qualifications:

* Strong experience with Google Cloud Platform (Google Cloud Platform) and its IVR-related services (e.g., Dialog flow, Contact Center AI).

* Proficiency in scripting languages (e.g., JavaScript, Python).

* Knowledge of telephony concepts and protocols.

* Understanding of IVR design principles and best practices.

* Excellent problem-solving and troubleshooting skills.

* Ability to work independently and as part of a team.

* Strong communication and interpersonal skills.

* Project management experience and certifications (e.g., PMP, Agile).

Preferred Skills and Qualifications:

* Experience with contact center technologies and processes.

* Certifications in Google Cloud Platform or related technologies.

Key details:

* Authoring/Development: Develop IVR applications using Google Cloud Platform tools and technologies, such as Dialog flow and Contact Center AI.

* QA/UAT: Conduct thorough testing to identify and resolve defects, ensuring the quality and reliability of IVR solutions.

* Documentation: Create and maintain comprehensive documentation for IVR solutions, including design specifications, user manuals, and troubleshooting guides.

* Collaboration: Work closely with cross-functional teams, including product managers, developers, and testers, to deliver successful projects.

Regards,

Bhargava Veerabattula

Source Consulting LLC,

E-mail: Bhargava.Veerabattula@sourceconsult.net

Phone: 8444973427 Ext: 1023

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