Call Flow Developer - IVR Applications

About the Role :

We are seeking a skilled Call Flow Developer to design, develop, and maintain call flows and IVR (Interactive Voice Response) systems that enhance customer experience and optimize communication processes.

The ideal candidate will have hands-on experience in telephony systems, voice application development, and scripting call flows using modern platforms and tools.

You will work closely with business analysts, telecom engineers, and product teams to translate business requirements into scalable, reliable, and efficient call handling workflows that integrate with CRM, databases, and other backend systems.

Key Responsibilities :

• Design, develop, test, and deploy call flows and IVR scripts that meet business and technical requirements.
• Customize and optimize call routing, queuing, and interactive menus using telephony platforms such as Avaya, Cisco, Genesys, Twilio, or similar.
• Collaborate with cross-functional teams to gather requirements and translate them into technical specifications.
• Integrate call flows with backend systems, databases, and third-party APIs for dynamic call handling.
• Monitor call flow performance and troubleshoot issues related to voice applications and telephony services.
• Implement voice prompts, DTMF (Dual-tone multi-frequency) input handling, speech recognition, and text-to-speech features.
• Maintain documentation of call flows, system configurations, and process workflows.
• Ensure compliance with telecom standards, security policies, and regulatory requirements.
• Support production environments, including incident resolution and continuous improvement of call handling processes.

Required Skills & Experience :

(ref : hirist.tech)