IVR Application Designer

Job description

·  Job Description:

DXC provides the technical services and infrastructure for individual State-run Medicaid programs to host call center platforms, including extensive IVR self-service functionality, for the Medicaid provider and member communities. DXC currently supports call centers for the Idaho, Maine, West Virginia, New Jersey, Louisiana and US Virgin Islands state governments. Medicaid providers and members can contact the call center via phone, email, web chat or custom online forms for information on the Medicaid program including, but not limited to, member eligibility, claims processing, and service authorizations. The IVR engineer provides the technical expertise to design, develop and support call center and IVR solutions per each client’s individual requirements. The position will require that the candidate gain understanding of a complex proprietary call center solution.

Position responsibilities include:

·  Design, develop, implement and support comprehensive enterprise call center solutions
·  Engineer complex IVR call flows with numerous SQL database calls
·  Troubleshoot call center client and server applications
·  Provide technical support for day-to-day call center operations
·  Provide evening and weekend support as needed

Position Requirements:

·  Bachelor’s degree in Computer Science, Information Technology or similar field, or equivalent work experience/certifications
·  Understanding of:
·  Fundamental programming concepts
·  Fundamental relational database concepts
·  Core networking principles (OSI model, TCP/IP, basic troubleshooting)
·  Familiarity with Microsoft server administration/troubleshooting (Windows Server 2008/2012 preferred)
·  Basic technical troubleshooting skills
·  Ability to self-start, take initiative, and work independently with little instruction
·  Ability to multi-task in a fast paced environment and meet deadlines
·  Excellent verbal and written communication skills
·  Willingness to learn new technologies and ask questions to gain a comprehensive understanding of our unique, complex technical solutions
·  Attention to detail
·  Sense of humor!

Preferred Experience and Skills:

·  Supporting and engineering an IVR, specifically with VoiceXML components
·  Supporting call center infrastructure
·  Supporting a Cisco telephony environment
·  Development experience, specifically in PHP, Javascript or other OOP languages
·  Developing SQL queries and stored procedures
·  Supporting and developing web applications (IIS experience preferred)
·  Project management
·  Software development lifecycle concepts