About Moser

For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.

Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.

Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service.

Description

Moser is looking for an IVR developer to develop and maintain our Interactive Voice Response (IVR) applications. The role involves design, development and optimization of our call center operations service for internal systems and external customers. Our call center operations technology leverages the AWS Connect suite to delivery enterprise conversational IVR solutions.

• Demonstrate concern for meeting client needs in a manner that provides satisfaction and excellent results for the client, leading to additional opportunities within the client account
• Work within a team to maintain and support existing applications by fixing and addressing issues and determine enhancements
• Meet regularly with management to provide project status updates, short/long-term planning and discuss current and future projects
• Ensure applications meet the standards and requirements of the client
• Collaborate with the quality team to conduct tests of the application for functionality, reliability and operational stability, including deployment quality validation and check-out
• Work as part of a team to monitor and respond to system errors and participate in an on-call rotation for emergency support
• Function as an active member of the Development team in the following phases of a project’s lifecycle: Design, Build, Deploy, Accept

Requirements

• 2-4 years of experience with IVR technology
• Experience building, testing and deploying IVR call flows and scripts
• Strong analytical and problem-solving skills
• Strong understanding of industry best-practices for call center operations implementation and security concerns with the ability to flex with the business/customer requirements
• Ability to work in a team environment to collaborate on issues and follow-up on problem/resolution items
• Strong communication skills and a customer-centric focus. Responsible for close communication with the customer/stakeholders for project delivery
• Understanding of the variety of IVR metrics needed to support call center operations

Preferred Skills

• Understanding of Call Center as a Service (CcaaS) implementation, support, integration and functional testing
• AWSConnect, Verint and/or Genesys Experience
• Integration experience with other enterprise systems and third-party APIs
• Understanding of Chat implementations and enhanced features of Natural Language IVR solutions
• Database and/or PLSQL/SQL development experience

Where You'll Work

Moser has two offices in Indianapolis, IN, and one in Baltimore, MD. You will need to be able to work in the downtown, Indianapolis, IN office, or flex your time working a hybrid onsite/remote schedule.

Benefits

At Moser, the secret to success is our people and our commitment to them. We hire the best people, welcome them like family, connect them with opportunities, and let them do what they do best: produce innovative solutions to technology problems. Our culture gives us a competitive advantage by keeping our employees happy, healthy, and by lowering stress levels in a very demanding industry. We focus on giving employees: an incredible workspace; a fun, collaborative, and creative atmosphere; an extremely generous compensation package; and dozens of outstanding and unique perks usually not found at one company.