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Systems Engineer II - IVR

IT Eng, Engineering
Bangalore, India |
Hyderabad, India

About the Role

The Contact Center platform team has played a critical role in scaling and managing a huge and complex contact center environment at Uber. At Uber we resolve our problems in independent and innovative ways as we scale to a global presence.

The Voice System Engineer role will ensure that Uber's internal call center services run smoothly and have the capacity for future growth. They form an integral part of one of the fastest growing parts of the company and will be key to designing and building tools and systems to make the contact center experience a delightful one for our customers. This role will be working very closely with operations teams around the globe in a follow the sun model.

We believe that people are one of the most important assets to Uber and because of that we foster an environment that is welcoming to diverse perspectives.

What You'll Do

  • Design, create & maintain complex IVR on both DTMF and speech enabled call flows
  • Implementing and maintaining systems including IVR, call routing, reporting and speech analytics
  • Act as project liaison for customer support and Engineering
  • Integrate IVR systems with backend databases and APIs
  • Gather requirements and Analysis, Design, Develop, Enhance, Debug, Support, Maintain and test IVR applications
  • Responsible for IVR scripting and deployment of extremely complex and automated flow
  • Lead initiative projects from start-to-finish, including managing vendors and programming.
  • Run implementation and UAT on release dates
  • Create production support handover documentation and training
  • Drive tasks that improve the efficiency by creating IVR flows that will automate phone calls directly at the IVR.

What You'll Need

  • The resource should be multi-skilled in at least a few contact center technologies and have the acumen to adapt & learn quickly
  • Experience in Contact Center Technology domains including Inbound/Outbound, CTI, ACD Call routing, Call Recording , IVR and speech recognition
  • Experience in IVR development and contact center technologies
  • Experience with Voice User Interface design, VXML and CCXML programming.
  • Experience in Genesys Pure-cloud, PureEngage or other contact center flavors including expertise on testing and troubleshooting Tools
  • Knowledge on any complex IVR systems with transferable skills to Genesys including DTMF and Speech.
  • Experience in Genesys Framework, GVP/Composer, IRD/Routing, Reporting and Virtual Hold Technology; and
  • Experience working with Google Dialog Flow, Amazon Lex or other cloud based speech products.

About the Team

The Contact Center platform team has played a critical role in scaling and managing a huge and complex contact center environment at Uber. At Uber we resolve our problems in independent and innovative ways as we scale to a global presence.

The Voice System Engineer role will ensure that Uber's internal call center services run smoothly and have the capacity for future growth. They form an integral part of one of the fastest growing parts of the company and will be key to designing and building tools and systems to make the contact center experience a delightful one for our customers. This role will be working very closely with operations teams around the globe in a follow the sun model.

We believe that people are one of the most important assets to Uber and because of that we foster an environment that is welcoming to diverse perspectives.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.