• Act as the primary technical resource for our free user community, resolving a wide range of configuration and networking challenges to keep them unblocked. • Manage a high-velocity ticket queue with a consistent focus on meeting targets for time to first response and time to resolution. • Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance. • Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues. • Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience.

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity. • Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues. • Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior. • Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes. • Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally. • Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity. • Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues. • Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior. • Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes. • Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally. • Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

Description Below are highlights of what we are looking for: Experienced Software Developer specializing in Interactive Voice Response (IVR), developing new IVR applications, supporting Avaya environment upgrades and infrastructure replacement. Proficient in redesigning existing IVR call-flows and configuring, monitoring, and reporting on IVR applications with Avaya Experience Portal. Skills: Software Development | Interactive Voice Response (IVR) | Model-View-Controller (MVC) | Critical Thinking | Problem Solving Leadership | Testing and Validation | Troubleshooting IVR experience: Avaya Orchestration Designer/Eclipse, Avaya Experience Portal, Tomcat Application Server, INI Formstudio, Java Software Developer, IVR Systems Job Summary The Software Developer, IVR Systems is responsible for designing, developing, and supporting Interactive Voice Response (IVR) applications within an Avaya ecosystem. This role focuses on building new IVR solutions, enhancing and redesigning existing call flows, and supporting platform upgrades and infrastructure replacements. The ideal candidate combines strong software development skills with deep IVR and telephony expertise to deliver reliable, user friendly voice applications. Key Responsibilities • Design, develop, and deploy new IVR applications to support business and customer service needs • Redesign and optimize existing IVR call flows to improve performance, usability, and efficiency • Support Avaya environment upgrades, infrastructure replacements, and system enhancements • Configure, monitor, and manage IVR applications using Avaya Experience Portal • Perform testing, validation, troubleshooting, and issue resolution for IVR applications • Analyze IVR application performance and generate monitoring and reporting metrics • Collaborate with cross functional teams to gather requirements and implement solutions • Ensure IVR applications adhere to system standards, best practices, and reliability expectations Required Skills and Competencies • Software Development • Interactive Voice Response (IVR) Systems • Model View Controller (MVC) Architecture • Critical Thinking and Problem Solving • Leadership and technical ownership • Testing and Validation • Application Monitoring and Troubleshooting Technical Experience • Avaya Orchestration Designer (Eclipse based) • Avaya Experience Portal • Apache Tomcat Application Server • INI FormStudio • Java Preferred Qualifications • Experience supporting enterprise telephony environments • Familiarity with IVR reporting and performance monitoring tools • Strong communication skills and ability to work independently or as part of a team Skills Avaya, developer Top Skills Details Avaya,developer Additional Skills & Qualifications We are looking for a developer who can code new functionality, support existing functionality and work through bugs. We are looking for strong communication and collaboration skills. Experience Level Expert Level Job Type & LocationThis is a Contract position based out of Tulsa, OK. Pay and BenefitsThe pay range for this position is $60.00 - $70.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Apr 3, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.