About the Role

Avensys Consulting is seeking an experienced IVR Developer to join our team in Riyadh. This full-time role involves designing, building, and maintaining automated telephony systems, with a focus on creating voice-driven applications for self-service on telephony platforms. The successful candidate will utilize scripting languages and backend APIs to optimize call flows and enhance customer experience.

Role Objective

The primary objective of this position is to design, develop, and implement IVR solutions that are aligned with business requirements and customer experience goals. This includes ensuring seamless integration with existing systems and platforms.

Key Responsibilities

• Design, develop, and implement Interactive Voice Response (IVR) applications tailored to organizational requirements.
• Build call flows, menus, prompts, and routing logic to optimize caller experience.
• Develop custom IVR scripts using industry-standard tools such as Avaya, Cisco, Genesys, Twilio, Zoom, and Amazon Connect.
• Integrate IVR with CRM, C2M, ERP, contact center, and ticketing systems.
• Work with APIs, databases, and middleware for data-driven IVR responses.
• Ensure seamless integration with telephony platforms including SIP, VoIP, and PSTN.
• Enable IVR to support multi-channel engagement, including voice, SMS, and chatbot handoff.
• Configure IVR systems to support multi-language menus.
• Implement features such as call queuing, skill-based routing, callback options, and self-service portals.
• Customize IVR workflows based on business needs and customer journey mapping.
• Conduct end-to-end testing of IVR flows before production release.
• Perform load and stress testing to ensure system stability under high call volumes.
• Debug, troubleshoot, and resolve IVR-related issues promptly.
• Provide ongoing support, monitoring, and performance optimization of IVR systems.
• Maintain documentation for IVR workflows, configurations, and updates.
• Conduct quarterly health checks to ensure system functionality.
• Address identified vulnerabilities as reported by the information security team.

Qualifications and Experience

• Proven experience as an IVR Developer.
• A minimum of 10 years of experience in designing, building, and maintaining automated telephony systems.
• Demonstrated expertise in creating voice-driven applications.
• Proficiency in scripting languages and backend APIs relevant to IVR development.

Compensation and Benefits

This position offers an excellent base salary and attractive company benefits. The role also provides opportunities for career progression within a collaborative work environment.