Lead Engineer Ivr Systems Ces Team
- big 4
- 8 - 13 years
- Hyderabad
- 3 months ago
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Job Description
Job Title: Lead Engineer IVR Systems (CES Team)
Department: Customer Experience & Support (CES)
Experience Required: 8+ Years (3+ years in IVR Development, 2+ years in Team Leadership)
Role OverviewWe are looking for a Lead IVR Software Engineer to join the CES team. The role involves architecting, developing, and maintaining scalable IVR systems that enhance customer engagement and operational efficiency. The ideal candidate will have strong expertise in Twilio IVR, backend integration, and team leadership, driving innovation and reliability across CES operations
Key Responsibilities
- Lead end-to-end SDLC for IVR applications.
- Design & develop IVR solutions using Twilio (mandatory); M365 is a plus.
- Build & optimize IVR call flows, prompts, and routing logic.
- Integrate IVR with backend services, databases, and CRM (Salesforce).
- Develop backend services/APIs supporting CES operations.
- Ensure system reliability with observability & monitoring solutions.
- Write, review, and optimize code in Node.js, .Net, Java, JavaScript.
- Mentor junior engineers and ensure coding best practices.
- Collaborate with cross-functional teams (QA, L&D, Compliance).
- Ensure compliance with security & regulatory standards.
Technical Skills & Qualifications
- IVR Platforms: Twilio (mandatory), M365 (good to have).
- Programming: Node.js, .Net, Java, JavaScript.
- Cloud/DevOps: AWS/Azure, Kubernetes, CI/CD pipelines.
- Tools: Jira, GitHub, Confluence.
- Strong knowledge of security, privacy, and compliance standards.
- Certifications in Twilio, Cyara preferred.
Preferred Qualifications
- Experience in fintech or customer support platforms.
- Exposure to escalation management, partner scorecards, VOC programs.
- Contributions to open-source projects or technical publications.
Interested can share their updated resume to an*************r@qu*******p.com
Job Classification
Industry: Financial ServicesFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: Big 4 FirmLocation(s): Hyderabad
Keyskills: IVR Twilio Java Azure IVR Development Customer Support Systems Team Leadership Node.js API Development Salesforce CRM CES HRMS CI/CD .Net AWS Observability Kubernetes
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