• Design, develop, and maintain IVR applications based on business and technical requirements • Integrate IVR solutions with key internal services • Monitor IVR systems and implement operational improvements to enhance customer experience • Troubleshoot and resolve issues within the voice contact center and IVR environments • Collaborate with project managers to ensure the timely and high-quality delivery of solutions • Work independently while supporting a regional business unit aligned with global objectives • Participate in forward-looking initiatives to improve call steering and IVR architecture • Communicate technical concepts clearly to both technical and non-technical stakeholders

• Design, develop, and maintain IVR applications based on business and technical requirements • Integrate IVR solutions with key internal services • Monitor IVR systems and implement operational improvements to enhance customer experience • Troubleshoot and resolve issues within the voice contact center and IVR environments • Collaborate with project managers to ensure the timely and high-quality delivery of solutions • Work independently while supporting a regional business unit aligned with global objectives • Participate in forward-looking initiatives to improve call steering and IVR architecture • Communicate technical concepts clearly to both technical and non-technical stakeholders

• Understand functional design and provide a technical architecture that will meet functional design • Ability to read a software requirement and produce a technical specification. • Ensure that there are complete unit tests for every component or task. • Develop required functionality and feature by coding on .Net platform & Internal Framework. • Review code and ensure it conforms to standards. • Help improve quality of existing code base • Ensure project is complete according to written specifications. • Communication and Teamwork. • Follow best practices while coding [.NET & Microsoft Dynamics CRM]. • Ensure that code is scalable for high performance scenarios

• Partner with multiple vendors to create estimates and delivery plans for projects or programs across an application family • Ensure quality of technology delivery of multiple vendors’ technology solutions for multiple concurrent projects or programs for an application family • Provide technology leadership and delivery accountability for solutions for multiple concurrent projects within an application family (i.e. Claims, C&PS, or CS&DW) • Function as team leader for a large or complex unit with accountability for setting direction to mature the technology associated with the team • Identify and implement process enhancement opportunities associated with supporting the application area • Implement actions to increase UBC and vendor partner knowledge on team • Serve as SME for components of the team • Partner with architects to set direction for maturing use of/retiring/adding technology components in the UBC environment • Provide technical guidance to projects/programs for complex components of a multiple technology suites • Lead efforts to develop standard practices, components, guidelines for use of complex technology components • Lead teams to resolve urgent and high production incidents • Lead actions to determine root cause of problems and drive resolution • Work on special projects as assigned