IVR Development Manager at Hyundai Capital America in Plano, Texas

Job Description:

Description




Who We Are


Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.



We Take Care of Our People


Along with competitive pay, as an employee of HCA, you are eligible for the following benefits:

• Medical, Dental and Vision plans that include no-cost and low-cost plan options

• Immediate 401(k) matching and vesting

• Vehicle purchase and lease discounts plus monthly vehicle allowances

• Paid Volunteer Time Off with company donation to a charity of your choice

• Tuition reimbursement



What to Expect


The IVR Development Manager is responsible for designing, developing, and supporting IVR systems that facilitate efficient communication between our customers and our business. Responsibilities include enhancing, delivering and maintaining Interactive Voice Response (IVR) platforms that align with business goals while proactively mitigating risk. This role will manage and oversee outsourced IVR developers to validate design, solution, effort, feasibility, functionality and best practice is followed.



What You Will Do


1. Design, Testing, Integration:

• Design and develop IVR applications integrating other technologies such as Google Dialogflow, Alvaria, Chatbot, NICE Technology, EDW/Reporting and UCCE suite of applications.

• Integrate solutions with backend systems and databases, languages and platforms such as Java, VXML, Call Studio and SQL.

• Perform unit, functional, and integration testing of IVR applications. Collaborate with QA and Digital Team during product lifecycle development.

• Integrate speech recognition and text-to-speech/text to speech technologies.

• Maintain and update existing IVR systems to ensure high availability and performance.

• Document technical designs, system workflows, and process improvements.

2. Project Management:

• Lead the planning, execution, and completion of IVR projects and operations, ensuring stability and availability, and delivery of solutions on time and within budget.

• Provide technical IVR leadership and guidance to project teams, maintain documentation, ensure that technical solutions meet business requirements.

3. Technical Solutions:

• Collaborate with architects and other technical experts to design robust IVR solutions, while mitigating risk, ensuring deliverables meet quality standards.

• Understand business requirements and expectations to develop technical solutions.

• Resolve issues related to IVR applications and infrastructure including integration components and IVR call flow/code.

• Work closely with cross-functional teams, including business analysts, QA engineers, and project managers to meet business requirements.

4. Resource Management:

• Manage resource allocation of technical resources, vendors, and ensure effective use of skills and expertise within the team.

• Validate design, solution, effort, feasibility, functionality and best practice is followed



Qualifications




What You Will Bring


• Minimum 5-7 years progressive experience managing IVR systems including the design, analyzes and optimizing Call Center call flows. and developing end to end IVR solutions particularly Cisco UCCE platforms version 12.x and above.

• Experience working with tools (i.e., Call Studio/CVP Studio, MS Office, MS Visio, MS Project) required.

• NLU experience preferably with Google Dialog Flow NLP

• experience using CVP studio/Call Studio

• Experience with Finesse, CUIC, CCMP, PG, CVP, VXML, Java, J2EE, SOAP, REST APIs, SQL

• Document/Update call flow and IVR business process

• Experience working with ServiceNow is preferred

• Bachelor's degree in Computer Science, Information Technology or a related field.

• Cisco UCCE certification, Agile training, Cisco CVP Development Training a plus.

• Strong experience with IVR development platforms, (e.g. Cisco)

• Strong communication & interpersonal skills.

• Excellent problem-solving and analytical skills.

• Ability to lead a team of outsourced IVR developers.

• Demonstrated strong troubleshooting skills with Cisco UCCE platform to troubleshoot and optimize system performance

• Ability to integrate technologies such as NLU into Cisco UCCE/IVR platform.

• Proficient in Cisco UCCE suite of applications.

• Understanding of Alvaria Dialer, Nice Call Recording and Google DialogFlow.

• Proven experience collaborating with cross functional teams and business stakeholders.



Work Environment


Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.


The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.


California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here . This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA").

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at Privacy2@hcs.com .