IVR \ CTI Engineer eBay Enterprise - 7919

Company Name:
UpStream Global Services
IVR \ CTI Engineer eBay Enterprise
Job Location: Melbourne, FL
Our client is a leading provider of commerce technologies, omnichannel operations and marketing solutions. They have been driving and evolving the world of commerce since the early days of retailing on the web. In 2011, eBay Inc. acquired GSI Commerce to become one of the pillars of their powerhouse. Today, doing business as eBay Enterprise, our comprehensive and modular solution suite enables the world's premier brands and retailers to deliver connected consumer experiences across all touch points of the entire purchase lifecycle to win with today's digitally connected consumer. To find out more about our fast paced, ever changing and innovative company, visit www.ebayenterprise.com.
Position Overview:
The IVR/CTI Engineer will be responsible for IVR and CTI solutions in support of eBay Enterprise Customer Service Operations including Advanced Speech Recognition IVR solutions, VoiceXML, grammar development, backend integration, and .Net/Java. Skills in CTI development in an Avaya environment is also a plus. This position will have hands-on exposure to a wide range of technologies and will be responsible for providing technical solutions to meet the various needs of our clients. The IVR/CTI Engineer will be involved in implementation, design, development and heavy support, while interacting with the client facing teams and internal clients. They will work as part of a team that plays a key role in implementing solutions and delivering results.
o Interpret and analyze business requirements to identify risks and design appropriate solutions
o Provide guidance for business decisions from a technical perspective on such issues as performance, scalability, reliability, and security
o Collaborate with project team members to provide input to design specifications related to speech application
o Develop IVR / Speech applications using AEP Orchestration Designer, VXML, and Java
o Integrate to backend systems such as web services, databases, legacy 5250, desktop applications, CTI, and reporting
o Develop simple grammars for speech applications
o 3 to 5 years experience in VoiceXML IVR technologies
o 1 to 2+ years experience in Advanced Speech Recognition solution design and development
o 1+ year experience in grammar design, development and testing
o 1+ years experience in speech tuning and grammar analysis
o Working knowledge of CTI concepts and design, especially in an Avaya environment
o Proficient written and verbal skills
o Strong understanding of Natural Language design and Directed Dialogue design techniques for speech applications
o Strong knowledge of various speech engine capabilities and tuning concepts
o Ideal candidate will have experience with Avaya Experience Portal, LumenVox and/or Nuance speech engines/tools, AES and Communication Manager
o Experience with Avaya AEP platform & AEP Orchestration Designer including development of custom elements
o LumenVox/Nuance speech engines (ASR/TTS) and tools
o Implementing Natural Language applications and tools
o Dictionary creation for ASR/TTS
o SSML and tuning Text-To-Speech systems
o VXML based IVR platforms such as CVP, GVP, AVP, Voxeo, and Voxify
o Traditional IVR platforms such as Intervoice, Edify, or Nortel
o Experience with web technology and application servers
o Integration with back-end data systems and CTI
o Web Services, HTTP/XML
o Database via SQL, JDBC/ADO.NET (MS SQL Server, Oracle, Informix)
o Reporting
o Strong communication skills to interact with team members, clients, and support personnel

Bachelors Degree or Equivalent
For immediate consideration please contact:
UpStream Global Services

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