Software Development Engineer - NUANCE
Key Responsibilities:
- Support the solutions team with custom developments, integration, customization of internal or partner solutions for client requirements.
- Translate requirements to high and low level design.
- Perform research and design for major technical areas.
- Create functional, well-designed, well-tested, high-quality code for company products.
- Support in Technical and Functional reviews to ensure the quality of the team’s deliverables.
- Assist in identifying process improvements and application/platform enhancements.
- Provide technical and product inputs while interpreting requirements effectively and collaborating with cross functional team members including internal partner or internal teams.
- Analyze and communicate the impact of new features and roadmap changes.
- Possess a can-do attitude to balance work volume, set limits, and project deadlines, while prioritizing to maintain and deliver quality work.
- Designing IVR and call flow, setting update contact center environment as per client need, initial configuration of skill, queue, agent and supervisor IDs and permissions.
- IVR and call flow issue debugging and fixing.
- Support client implementations and project as per their requirements for partnership.
- Good technical skills with hands on experience across Contact Center solutions
Qualifications & Experience:
- At least 3-5 years of software development across IVR, telephony, conversational design, or similar contact center technology solutions.
- 2+ years of strong experience on Nuance product development and operations – like Nuance Gatekeeper, Nuance Agent Coach, Nuance Agent Wrap-up, Nuance Analytics, NDEP, NPEP, etc.
- 3+ years of experience with BPOs
- Exposure to Contact Center Infrastructure.
- Java expertise in development, Webservices (SOAP and REST) development
- Expertise in Nuance Skills, Nuance NDF, NDM, Nuance Suite
- Experience in creating High-level and low-level detail design document.
- Strong debugging and review skills.
- Bachelors or Masters degree in computer science preferred.
Nice to Have:
- Experience in VoiceXML , JavaScript and Java
- Exposure to Cloud solutions and infra
- Hands-on exposure in Nuance Speech Suite and Nuance Security Suite.
- Knowledge on Nuance Call steering application.
- Experience of supporting at L2, L3 level
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