Communication and Collaboration Technical Lead

2 days ago

Pasig, National Capital Region, Philippines UnionBank of the Philippines Full time ₱1,500,000 - ₱2,500,000 per year

Job Description

  • Manage the Unified Communication and Collaboration Telephony IVR developers, align technical direction, and provide leadership, support, and motivation
  • Manages the telephony platform of the Bank including IVRS and contact center productivity modules
  • Develops IVR call flow aligned with the Business need in collaboration with the team telephony developers
  • Work with the Solution Architects in designing technical IVR solution to a specific set of business requirements within the communication and collaboration framework defined by the Enterprise Architecture
  • Oversees the preparation and planning of call flows and communication improvements.
  • Liaise with project team members, Delivery Leads, Unified Communication and Collaboration Head and Product Owners to ensure projects are completed to standard based on design and documentation
  • Oversee IVR deployments/new releases based on user stories and ensure that they are aligned with the product roadmap
  • Advise the Delivery Leads, Product Owners, and the team regarding the technical implementation related to communication and collaboration part of the project
  • Review code and ensure that the best practices and coding standards are implemented in the project
  • Work with the App Support team to address IVR system issues as well as solve issues and develop workarounds and alternative solutions
  • Keeping up to date with contact center IVR industry trends and developments

Qualifications

  • At least 3 years experience on coding and development on Voice Solutions.
  • Has experience managing and developing Aspect, Twilio, Genesys, ContactSpace, Verint, Cisco, Zoom, Microsoft Teams or any other contact center platform
  • Has extensive knowledge on API integrations and development
  • Has extensive knowledge on call flow development
  • Programming Languages: Java VXML, Php, SQL, VoiceXML
  • Web Scripting: HTML, JSP, JavaScript
  • Database Systems: Oracle/ Microsoft SQL
  • Applications: Microsoft, WebSphere, Eclipse, NetBeans, Postman

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