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.