Sr. Voice SME / Developr

Job Description

Job Description

JD for Voice SME / Developer
Location: Houston, TX (Onsite)
Key Responsibilities
Design and develop
IVR call flows
for inbound and outbound customer journeys.
Develop and deploy
AI-powered Voice Bots
for customer self-service and automated calling.
Build conversational workflows using
ASR, TTS, NLU/LLMs, and dialogue management .
Develop integrations with
REST APIs, webhooks, CRM systems, databases, and enterprise applications .
Design bot-to-human escalation while passing on the relevant customer and conversation context.
Troubleshoot
SIP/telephony, API, webhook, call-flow, and voice-quality issues .
Monitor production IVR and voice-bot applications and resolve incidents.
Analyze call logs, transcripts, and bot performance to improve containment and customer experience.
Work closely with Product Managers, Solution Architects, QA, Telecom, and AI/ML teams.
Develop automated test scenarios for IVR and voice-bot journeys.
Ensure solutions comply with security, privacy, recording, and telecom requirements.
Required Technical Skills
8 years of experience in
IVR, telephony, contact-center, or voice application development .
Hands-on experience with
Exotel
or comparable platforms such as Twilio, Amazon Connect, Genesys, NICE, Cisco, Five9, or Avaya.
Strong understanding of
IVR, DTMF, PSTN, SIP, RTP, call routing, call recording, and call transfers .
Experience developing
voice bots/conversational AI .
Practical knowledge of
ASR, TTS, NLU, LLMs, prompt engineering, and conversation flows .
Strong programming skills in
Python, Node.js, Java, or similar .
Experience with
REST APIs, JSON, webhooks, databases, and microservices .
Experience in integrating voice platforms with
CRM and backend systems .
Knowledge of cloud platforms such as
AWS, Azure, or GCP .
Strong debugging, troubleshooting, and production-support skills.
Preferred Skills
Experience with
OpenAI or other LLM-based voice agents .
Experience with
real-time/streaming audio, WebRTC, streaming ASR/TTS, and low-latency voice applications .
Familiarity with Dialogflow, Amazon Lex, Rasa, Microsoft conversational platforms, or equivalent.