Integrated Voice Response Solutions Architect

Our high-visibility client is looking for an IVR SOLUTION ARCHITECT to help develop a solution offering for a PCI Compliant IVR Payment Acceptance offering. The IVR Solution Architect will work directly with enterprise clients to deliver complex IVR Payment and Risk Solutions. IVR Solution Architects work with clients to strategically integrate client solutions into their IVR environments.

The IVR Solution Architect will have a broad responsibility that includes mentoring, some project management, technical leadership, application design and development, and cross-department communication. To be successful, IVR Solution Architects possess a full understanding and demonstrated knowledge of common IVR application architectures, Payment and Risk solutions, development methodologies, consulting best practices.

This position requires excellent client management skills, development and technical skills, expertise with various IVR environments and architectures, and documentation experience. Successful candidates will have a high energy level, experience within consulting and/or product development organizations, and the ability to communicate clearly and effectively with both business and technical audiences.

This position will have heavy client interaction and will require up to 30% travel.

RESPONSIBILITIES:

- Work independently to define potential IVR solution offerings that are consistent with client goals.
- Work independently or lead large technical team with enterprise customers to evaluate IVR architecture and deliver the appropriate integration solutions.
- Work closely with customers and pre-sales team to manage and implement customer engagements, propose technically feasible solutions, and set accurate expectations on effort and timelines for integration.
- Establish success criteria and act as the single point of contact for the customer for all technical issues and technical deliverables.
- Provide consultative sales support including presentations to and meetings with prospective clients as well as proposal support to accurately determine time and cost implementations.
- Work closely with account managers, sales professionals, product management, and customer support to resolve technical issues that arise during customer engagements.
- Leverage extensive knowledge of industry standards and software development skills to make technical recommendations on complex problem resolution, always with an approach that utilizes repeatable, efficient processes and best practices.
- Act as a mentor and coach to consultants by sharing business or technical expertise.
- Ensure customer satisfaction through quality work and effective communication throughout projects.
- Track and document status and time spent on customer integrations.
- Participate in internal projects that help scale the organization, implement best practices, and improve our methodology and quality of integrations
- Review technical quality of customer integrations

REQUIRED SKILLS

- 6-9 years of VXML experience in industry leading Voice portals, ie Genesys, Cisco, Avaya
- BS degree in CS, MIS, CIS required
- Must be local to Boulder
- Expert-level knowledge of IVR application design and implementation, as well as a thorough understanding of installation, testing methodologies and troubleshooting techniques
- Expert-level knowledge of Voice User Interface design principles, TTS, STT, Grammars and their tuning
- Excellent telephony knowledge
- Expert-level knowledge of web services integration and implementation
- Fluency in Java and JavaScript
- Cross platform knowledge in Linux, Unix and Windows
- Solid understanding of enterprise database products (MySQL, Oracle, SQL Server or DB/2)
- Strong communication (verbal and written), presentation, organizational and interpersonal skills
- Strong customer service skills; frequent strategic interactions with high level clients
- Must have a logical and systematic approach to problem solving

DESIRED SKILLS

- IVR
- Experience with Voxeo Voice Object's development
- CCXML a plus
- Payment and Risk Knowledge
- Credit Card and/or Electronic Check processing knowledge and/or expertise
- Bank/Processor Reconciliation knowledge and/or expertise
- Electronic Payment Fraud knowledge and/or expertise
- Proficient in the use of Microsoft Office Software
- Proficient in the use of Microsoft Project

This contract position is expected to be 7 months in duration with possibility of extension and conversion to full time