Avaya IVR and ChatBot developer

Remote

3 Months Contract + Extendable

Job Purpose

- Primary responsibility is to handle production IVR and chatbots applications.
- Understand business requirements, new projects raised for the IVR chatbot.
- Co-ordinate with development team so that requirements are developed and delivered as per user expectation.
- Planning and ensuring smooth deployments and postproduction support.
- Ensure applications are running in health status with adequate monitoring.
- Work with stakeholders and collaborate with different teams for delivery and support of the applications.

Key Result Areas

- Ensuring IVR and chatbot applications are stable and healthy in production.
- IVR and chatbot channels should be available 24 7 unless planned downtime activities
- Conduct regular review on infra usage (AKS/CPU/Memory/Disk etc.) both production and test environments.
- Responsible for patching (Infra and application components) and accountability.
- Automation of BAU tasks and reduce manual intervention.
- Available to support application during incident/outages and ensure resolution. Work on RCA and problem management process is followed as per Mashreq policies.
- Work on documentation pertaining to DR, day to today activities as required by management team.
- Ensure backups are scheduled as per application recovery strategyand testing the back ups.
- Adherence/updation of SOP, audit evidence gathering, infra, governance, data policies.
- Compliant to HR and organization policies.
- Work closely with business stake holders on IVR and chatbot deliveries.




- Work with vendors to upgrade/incident fixes/new solution designs for vendor-based applications/products.
- Identify system improvements and simplify the system complexity.
- Identify revenue opportunities and make constructive suggestions.
- Provide support of the IVR chatbot systems to ensure expected system availability and stability as per business criticality SLA/TAT.
- System monitoring and analysis - Pro-actively report the issues, analyze and provide solution.
- Service tickets support Service tickets closure as per agreed SLA with root cause analysis and bug fixing if required.
- Participate in audit and other compliance activities as assigned and complete action items for mitigation and rectification.
- Ensure all processes adhere to internal standards set as part of Quality Audit, Infrastructure Management Guidelines.

Operating Workplace, Framework and Boundaries, Working Relationships

- E2E responsibility of delivery of IVR chatbot requirements.
- Co-ordination with required stakeholders to meet the project/URF timelines
- Internal functions and work practices as per policy, compliance and procedures of the organization.
- Manage production support and maintenance of IVR chatbot related system.




- Internal functions and work practices as per policy, compliance and procedures of the organization.

Problem Solving

- Ability to break down the user requirement and identify most important and relevant information and options.
- Ability to present and discuss problems with others toward permanent solution.
- Investigate and understand the cause of UAT defects raised.
- Interpret, understand and resolve user support issues.
- Recommend solutions to system or process obstacles.

Decision Making Authority Responsibility

- Responsible to design functional solutions to business requirements.
- Use effective judgment to weigh different options for achieving better results within appropriate timeframes.
- Highlight any concerns affecting workplace deliverables.
- Complete root cause analysis propose alternative solutions, and/or escalate in line with the process / practices.

Knowledge, Skills and Experience

- Domain Knowledge Avaya IVR, Avaya Orchestration Designer, Chatbot technologies, Azure and Micro services knowledge.
- Expertise in Java.
- Proficiency in SQL Server and other databases like mongo.
- Knowledge of Apache Tomcat, Kubernetes.
- Proficiency in integrating and consuming RESTful webservice interfaces
- 8-10 years of experience

Mandatory

- Avaya IVR, Avaya OD, Chatbot integrations knowledge, Cloud technologies (Azure), RESTful API
- SQL Server and above
- Java, spring boot
- Apache Tomcat
- Kubernetes
- Micro services design

Desirable

- Document Statement systems domain knowledge
- Mobility development tools

📌 Avaya IVR and ChatBot developer (Telangana)
🏢 Technohandz Global Information Technology Consultants
📍 Telangana