Lead the design, development, implementation, and support of IVR and Contact Center applications.
Strong experience in IVR and Contact Center platforms (e.g., Genesys, Cisco UCCE/UCCX, Amazon Connect, NICE, Avaya, Nuance).
Experience in contact flow design, call routing, self-service solutions, and speech recognition.
Knowledge of CTI integration, APIs, web services, and backend system integrations.
Experience with cloud-based contact center solutions and telephony technologies.
Strong project management and stakeholder management skills.
Familiarity with Agile/Scrum methodologies.
Excellent problem-solving, communication, and leadership skills.
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