IVR Developer - Remote

As Scope and Purpose of Position
The role of the Software Engineer is to analyze business requirements, develop a design plan, translate plan into program specifications (or a manual process), code, test, and coordinate implementation.

Essential Functions

• Work with internal associates to identify business challenges and opportunities for improvement.
• Develop work plans for assigned projects.
• New and existing software maintenance.
• Translate requirements into programming specifications.
• Code and test program changes, created or installed.
• Support full life cycle of application software development from project conceptualization, planning, development, testing, implementation and maintenance.
• Review project requests and recommends action to be taken.
• Assist in training new associates both within department and within business units.
• Complete all required documentation to meet department standards.
• Perform the role of project leader when needed.
• Interface with external customers whenever needed.
• Organizational skills with the ability to work multiple projects simultaneously.
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA).
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals.
• This is in addition to, the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements.

Education & Experience

• Minimum of 2-3 years' experience providing IVR support, analysis and troubleshooting in a Contact Center environment.
• Complete required documentation/callflows for application implementations.
• A working knowledge of IVR environments and operating systems.
• Experience adding features and functionality to existing IVR applications.
• A working knowledge of telephony technologies including call routing, SMS, VOIP.
• Competent in the production of technical documentation.
• Knowledge of medical insurance, and optical systems/industry a plus.
• Knowledge / experience working with MSSQL a plus.

Competencies
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Write routine reports and correspondence.
Speak effectively before groups of customers or Associates of the organization.
Ability to add, subtract, multiply, divide, and compute rates, ratios and percentages.
Draw and interpret bar graphs.
Capable of solving practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Exhibit sound and accurate judgment and demonstrate accuracy and thoroughness.
Work under strict deadlines, attention to detail, and the flexibility to think of alternative solutions.
Ability to establish and maintain excellent working relationships with associates at all levels of the organization as well as with outside customers and vendors.
Well-developed interpersonal skills.
Fierce commitment to provide exemplary customer service in a value add, cost-effective manner.
Multi-task and manage time between simultaneous projects.
Ability to work onsite and participate in interactive onsite meetings on a regular and predictable basis.
Initiate immediate interaction, coordination and collaboration with team members, clients, customers etc.