Senior IVR Development Lead - Twilio

Role Summary :

We are seeking a highly experienced and technically adept Senior IVR Development Lead to drive the strategy, development, and implementation of our next-generation Interactive Voice Response (IVR) and conversational AI solutions. This pivotal role requires a strong background in software engineering, specialized expertise in leading IVR platforms like Twilio and Microsoft 365 (M 365), and proven team leadership capabilities. The successful candidate will be responsible for delivering secure, scalable, and high-quality customer experience platforms.

Key Responsibilities :

IVR Development and Architecture :

- Platform Expertise : Architect, design, develop, and maintain complex IVR applications primarily utilizing Twilio and Microsoft 365 (M 365) technologies, ensuring high availability and optimal performance.

- Programming Proficiency : Apply expert-level development skills using .Net, Java, and Node.js to build customized IVR components, back-end logic, and integration layers.

- Security & Compliance : Implement and enforce rigorous security and privacy standards relevant to customer data handling (e.g., PCI, GDPR, HIPAA) within the IVR and associated systems.

- Scripting & Logic : Design sophisticated call flows, natural language understanding (NLU) integration, and back-end service calls to create seamless self-service experiences.

Technical Leadership and Mentorship :

- Team Leadership : Lead, mentor, and guide a team of IVR and software developers, fostering a culture of technical excellence, accountability, and continuous improvement.

- Project Oversight : Serve as the technical owner for IVR initiatives, ensuring projects are delivered on time, meet technical specifications, and align with business goals.

- Collaboration : Work closely with product owners, business stakeholders, and operations teams to translate complex business requirements into detailed, executable technical designs.

- Communication : Leverage strong communication abilities to articulate technical concepts, progress, and risks clearly to both technical and non-technical audiences.

DevOps, Quality, and Continuous Integration :

- Cloud & Infrastructure : Leverage experience with cloud platforms (AWS, Azure) to deploy, manage, and scale IVR infrastructure, including containerization via Kubernetes.

- CI/CD Implementation : Design, implement, and maintain robust CI/CD pipelines to automate testing, build, and deployment processes, ensuring rapid and reliable releases.

- Tooling & Workflow : Utilize tools like Jira for agile project management, GitHub for source code control and review, and Confluence for documentation.

- Quality Assurance : Apply analytical thinking and attention to detail to troubleshoot complex production issues, conduct root cause analysis, and ensure system reliability and accuracy.

Required Qualifications :

- Total Experience : Minimum 8+ years of progressive experience in software development.

- IVR Development : At least 3 years of hands-on experience in developing and implementing IVR solutions.

- Team Leadership : Minimum 2+ years of experience in a formal or informal Team Leadership/Lead Developer role.

- Platform Proficiency : Demonstrated strong proficiency and practical experience with enterprise-grade IVR platforms, specifically Twilio and Microsoft 365 (M 365).

- Programming Languages : Strong command of at least two of the following : .Net, Java, Node.js, in addition to other relevant scripting languages.

- Cloud & DevOps : Direct experience with modern DevOps practices, including one or more major cloud platforms (AWS or Azure), Kubernetes, and managing CI/CD pipelines.

Preferred Qualifications :

- Certifications in major IVR platforms, such as Twilio Certified Developer or Cyara Certification.

- Advanced knowledge of database technologies and integration patterns (e.g., REST, SOAP).

- Experience with advanced speech recognition (ASR) and text-to-speech (TTS) integration.

- Deep familiarity with collaborative tools like Jira, GitHub, and Confluence.