IVR / Contact Center Application Developer

Job description

Role: IVR / Contact Center Application Developer

Experience: 10+ Years

Location: Philadelphia, PA

What you'll be doing

Seeking an experienced IVR / Contact Center Application Developer with expertise in Java, Spring Boot, AWS, Amazon Connect, and Genesys Cloud. The role involves building and supporting IVR solutions, contact center applications, APIs, and cloud-based services that enhance customer service operations.

Duties

• Develop applications using Java, Spring Boot, Microservices, and Node.js.
• Build and support REST APIs and backend services.
• Design and maintain IVR, call routing, and self-service solutions using Amazon Connect, Genesys Cloud, and Amazon Lex.
• Integrate contact center platforms with CRM systems, databases, and third-party applications.
• Configure call flows, queues, routing strategies, and customer interaction workflows.
• Develop and support AWS-based solutions using services such as Lambda, API Gateway, SQS, SNS, DynamoDB, and S3.
• Troubleshoot production issues, optimize performance, and support deployments.
• Participate in code reviews, CI/CD processes, and Agile development activities.
• Collaborate with business and technical teams to deliver customer service solutions.

Required Skills

• 5+ years of experience in Java Development.
• Strong experience with Spring Boot, REST APIs, and Microservices.
• Hands-on experience with Amazon Connect and/or Genesys Cloud.
• Experience developing IVR and Contact Center solutions.
• Strong knowledge of AWS Cloud Services.
• Experience with Node.js.
• API integration experience with CRMs, databases, and third-party systems.
• Knowledge of OAuth, JWT, and API Security.
• Experience with GitHub, CI/CD pipelines, and Agile/Scrum.
• Strong troubleshooting and production support skills.

Desired Skills

• Experience in Healthcare, Payer, Provider, or Customer Service environments.
• Experience with Amazon Lex.
• Knowledge of Event-Driven Architectures and messaging systems.
• AWS or Genesys Cloud certifications.
• Experience with monitoring tools such as CloudWatch, Splunk, Dynatrace, or New Relic.
• Exposure to Docker and Kubernetes.

Nice-to-Have

Amazon Connect, Genesys Cloud, Amazon Lex, AWS Lambda, API Gateway, Node.js, Spring Boot, Microservices, CRM Integrations (Salesforce, ServiceNow, Dynamics 365), and DevOps/CI-CD practices.