Call Flow Developer

6 days ago

Anywhere in IndiaMultiple Locations FUTURES AND CAREERS Full time ₹ 4,00,000 - ₹ 12,00,000 per year

About the Role :

We are seeking a skilled Call Flow Developer to design, develop, and maintain call flows and IVR (Interactive Voice Response) systems that enhance customer experience and optimize communication processes.

The ideal candidate will have hands-on experience in telephony systems, voice application development, and scripting call flows using modern platforms and tools.

You will work closely with business analysts, telecom engineers, and product teams to translate business requirements into scalable, reliable, and efficient call handling workflows that integrate with CRM, databases, and other backend systems.

Key Responsibilities :

- Design, develop, test, and deploy call flows and IVR scripts that meet business and technical requirements.

- Customize and optimize call routing, queuing, and interactive menus using telephony platforms such as Avaya, Cisco, Genesys, Twilio, or similar.

- Collaborate with cross-functional teams to gather requirements and translate them into technical specifications.

- Integrate call flows with backend systems, databases, and third-party APIs for dynamic call handling.

- Monitor call flow performance and troubleshoot issues related to voice applications and telephony services.

- Implement voice prompts, DTMF (Dual-tone multi-frequency) input handling, speech recognition, and text-to-speech features.

- Maintain documentation of call flows, system configurations, and process workflows.

- Ensure compliance with telecom standards, security policies, and regulatory requirements.

- Support production environments, including incident resolution and continuous improvement of call handling processes.

Required Skills & Experience :

- Proven experience in developing and managing call flows and IVR applications.

- Strong knowledge of telephony technologies and protocols (SIP, VoIP, RTP, SS7).

- Proficiency in call flow scripting languages or platforms such as Avaya Orchestration Designer, Cisco UCCX scripts, Genesys Composer, Twilio Studio, or similar.

- Familiarity with CTI (Computer Telephony Integration) and integration with CRM systems.

- Experience working with APIs, databases (SQL/NoSQL), and backend integration.

- Good understanding of voice recognition technologies, speech engines, and DTMF processing.

- Ability to debug, troubleshoot, and optimize call flows for performance and reliability.

- Knowledge of telecom network infrastructure and voice gateways is a plus.

- Strong communication skills to work effectively with technical and non-technical stakeholders

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