Jobs at PTP

Design and deliver user-centered voice IVR experiences: gather requirements, create call flows and VUI specifications, conduct usability testing, tune speech/DTMF applications, support grammar design, and assist sales/marketing with UX methodology materials.

Design, implement, and transition Genesys Cloud contact center solutions. Build call flows/IVR in Genesys Architect, develop integrations using APIs/JSON/JavaScript, execute test plans, and follow change control processes while ensuring clear communication and ownership.

Analyze IVR caller behavior using SQL and Excel, build Tableau reports to visualize trends, collaborate with stakeholders to improve IVR user flows, and provide data-driven recommendations to enhance caller experience.

Design user-centered web experiences: elicit requirements, create information architectures, wireframes, mockups and prototypes, enforce design/branding standards, collaborate with developers and clients, and modernize legacy web apps.

Lead pre-sales and solution architecture for customer experience (CX) engagements: meet clients, elicit business and technical requirements, design and scope IVR/contact-center solutions, deliver demonstrations, respond to RFIs/RFPs, create proposals, and collaborate with sales, partners, and internal teams. Travel to client meetings and field events.

Design, test, and deliver contact-center and self-service CX solutions. Lead requirements sessions, prioritize and refine feature backlogs, develop business cases, map requirements to designs, drive deliverables, optimize delivery processes, and build/maintain client relationships.

Design, develop, and administer databases and web applications for IVR and call center software. Build cloud-based integrations, write and maintain SQL, and participate in call center analytics system development and integration.

Design and deliver Google Cloud CX solutions: lead architecture, build demos/POCs, implement secure scalable production systems, mentor engineers, partner with PMs, and drive practice development and client engagements.

Design and execute functional and regression tests for web applications: write test cases and test data, run tests, log defects, track progress, support UAT and test automation, and report status to stakeholders.

Lead end-to-end delivery of CX and contact center projects: manage schedule, scope, risks, resources, budgets, and client/stakeholder relationships. Document requirements, run JAD sessions, ensure quality, profitability, and clear communication across teams and partners.

Develop and maintain web application user interfaces using Vaadin and front-end technologies. Apply UI fundamentals (including Fitts' law), refactor enterprise applications, collaborate with clients, and mentor/train other front-end developers.

Drive expansion within assigned enterprise accounts by building executive relationships, identifying and developing multi-stakeholder CX opportunities, leading proposal strategy and deal execution, coordinating internal and partner teams, and providing CX thought leadership to secure large professional services engagements.

Analyze conversational call flows and large datasets to optimize IVR and generative AI systems. Perform call testing, annotation, dashboard monitoring, and deliver data-driven insights and presentations to improve self-service, reduce agent handling, and enhance customer experience.

Design, test, and deliver customer experience solutions: produce page/form/service designs and mockups, run JAD sessions, map requirements, write and execute test cases, manage client expectations, and drive project deliverables to completion.

Migrate and operate customer experience applications on Google Cloud. Perform lift-and-shift to GCP, deploy and validate releases, manage containerized microservices (GKE/Docker/Terraform), query and configure apps, use Jenkins/git for pre-staging, and troubleshoot Linux/Unix systems with scripting.

Design and implement scalable ML solutions for customer experience problems. Analyze customer data, research and deploy ML/NLP models, automate model development and validation, and produce performance analyses.