Architect, System Software - IVR

Job Description

Job Description :

TTEC is seeking an IVR Solutions Architect to join our Technology Services team.
Why choose TTEC to enhance and broaden your career We are just as passionate about providing ideal solutions to solving our client's business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!
As part of our Professional Services Multi-Channel Solutions team, you will design and consult on innovative user interfaces for the design and construction of conversational speech applications, working to achieve exceptional caller satisfaction and transaction completion with appropriate flair and personality.
What you'll be doing:
  • Lead Voice and AI Self-Service reengineering of large, multi-location contact centers
  • Design, develop and implement call steering and voice self service applications
  • Develop overall strategy for IVA and voice self service architecture
  • Define requirements and business specifications to drive technical design
  • Develop call flows and design specifications for speech applications

What skills you bring:
  • 8+ Years of Industry Experience working with Contact Center Technology
  • 5+ Years of Technical Experience with IVA and Speech to Text service providers
  • 1 to 2 years Cisco CVP/WebexCCE/CC/UJet design and architecture experience
  • Experience in managing large multi-site contact center implementations
  • Experience managing development teams working with IVA & Speech applications. Familiar with call flows from IVR to CTI for call routing and screen pop
  • Experience in writing technical design specifications for IVA and Speech applications
  • Experience in developing call flows for complex applications
  • Successful track record of developing speech applications for contact center operations
  • Strong understanding of Natural Language design and Directed Dialogue design techniques for speech applications
  • Strong knowledge of IVA, Speech to Text Engines, Text to Speech, Back-end, Reporting, and CTI architecture
  • Strong knowledge of various speech engine capabilities and tuning concepts
  • Strong business analysis, requirements, design and documentation skills
  • Ability to communicate both functional and technical concepts to the client
  • Bachelor's Degree Masters Degree or MBA is a strong plus

In addition, the ideal candidate will have experience with:
  • VXML based IVR platforms such as CVP, GVP, AVP/AEP, Amazon Connect, five 9s
  • Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance 11 and higher, Cloud Speech to Text providers
  • Nuance MRCP (SWMS or Nuance Speech Server) and Licensing components
  • Voice Biometrics and Nuance Security Suite and Gatekeeper
  • Speech Tuning process
  • Web technology and application servers (Tomcat, WebSphere, IIS, Apache, WebLogic, etc)
  • Integration with back-end data systems and CTI
    • Cisco ICM, Genesys, Avaya
    • Web Services, HTTP/XML, SOAP, REST
    • Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
    • Reporting

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TTEC (pronounced t.tec) We help companies build engaged, happy, profitable customer experiences powered by our combination of humanity and technology.

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