The Contact Center Services (CCS) team is transforming our contact center infrastructure and applications through a multi-year OMNI-Channel program. The OMNI program provides a platform and application level technical refresh for the delivery of ~1M calls/day to ~75K agents globally. In addition to the voice channel, it will also refresh and deliver new customer channel interactions through outbound voice, chat, email, click-to-call, etc.
We are looking for highly motivated IVR development thought leaders to join our team! You will be a critical member of our scrum teams that are re-architecting, simplifying and consolidating our IVR applications as a part of the broader OMNI Channel program. This role will be responsible for developing custom IVR applications using Genesys Composer, Java and VXML. This is a great opportunity to build new applications from the ground up in a very complex and large-scale environment, with leadership opportunities for the right candidate.
The Sr IVR Apps Dev is responsible for the development, testing and implementation of speech IVR applications to meet complex business needs
Serve as a subject-matter expert in IVR development and design best practices
You will collaborate closely with business partners and interface teams to clarify and fulfill requirements from design through acceptance and implementation
This role requires excellent written and oral communication skills and the ability to work closely with your teammates in a matrixed organization
There is no on-call support requirement, however you will sometimes be required to work off-hours as needed to support implementation windows.
3+ years of enterprise-scale IVR application development experience
Proficiency with Java/J2EE application development and implementation
Knowledge of SQL and experience with relational databases
Experience with web services integration
Excellent troubleshooting and analytical skills in a complex, distributed environment
Bachelor’s degree in technology discipline or equivalent experience
Nuance grammar development experience
Experience developing applications in Genesys Composer
CI/CD experience, including the development of Jenkins scripts
Test automation experience, ideally using CYARA
Locations: Plymouth, MN or Raleigh, NC preferred; Hartford, CT, Basking Ridge, NJ or Richardson, TX considered
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)