| Application Analyst at Charlotte, North Carolina, USA |
| Email: [email protected] |
| From: Sanjay, Vyze Inc [email protected] Reply to: [email protected] Job Title: Application Analyst III Location: Charlotte, NC (Hybrid preferred, Remote considered for the right candidate within EST core working hours) Contract Duration: 24 months Position Overview: Duke Energy's Call Center IVR Application team is seeking an experienced Application Analyst III to support the migration of the Duke IVR (Interactive Voice Response) system to the cloud as part of our strategic call center cloud migration initiative. This role plays a critical part in enhancing the day-to-day experience of Duke Energys team members and customers. The ideal candidate will have hands-on experience with Nuance NVP and ideally Genesys migration experience, with Nuance being the immediate priority. The analyst will engage in the development, maintenance, and support of IVR applications, ensuring optimal performance and integration with Dukes telephony and cloud systems. Key Responsibilities: Develop, enhance, and support Duke Energys IVR applications using Nuance NVP and Nuance Development Framework (NDF). Manage and maintain IVR system health, including monitoring, patching, and maintenance of servers, web services, microservices, and associated vendor applications. Collaborate with cross-functional teams to identify and resolve issues, ensuring seamless system integration. Support outbound omni-channel applications, with experience in vendors like Swampfox and Message Broadcast. Lead or participate in the migration of the IVR to Genesys Cloud as part of a future project phase. Ensure high-quality code and best practices for VXML (Voice XML) applications and telephony systems. Utilize Kubernetes and AWS containers, leveraging Nirmata for container management. Apply DevOps practices using tools like Git, Jenkins, Maven, Nexus, and support Linux and Unix-based systems. Write SQL queries for databases such as Oracle, HANA, and AWS Aurora. Required Qualifications: Bachelors degree in computer science or related field. 5+ years of experience in IVR development or application management, with hands-on expertise in Nuance NVP. Expertise in VXML development and telephony systems, with integration experience across platforms like Avaya, Cisco, and Genesys. Proficiency in Java (Spring, Spring Boot, JPA, Hibernate, JSP) and SQL. Experience with Kubernetes, AWS containers, and Linux/Unix administration. Strong familiarity with outbound communication platforms like Swampfox and Message Broadcast. Preferred Qualifications: Experience with Genesys IVR Designer and previous migrations to Genesys Cloud IVR. Knowledge of Voice Biometrics and PinDrop integration. Experience with Dynatrace, Splunk, SAP HANA, Jenkins, Jira, and JavaScript. Strong problem-solving skills, with a demonstrated ability to work effectively in a collaborative environment and meet shared goals. Keywords: North Carolina Application Analyst [email protected] |
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| Tue Oct 15 23:02:00 UTC 2024 |