Job Openings

Director, Customer Experience and Design

Application Developer – Level I

Application Developer – Level II

Director, Customer Experience and Design

Company – Interactions Corporation
Interactions Inc. (www.interactions.net) provides a hosted voice recognition service that is unparalleled in our industry due to our patented approach to speech recognition. Millions of users experience the world’s best phone-based self-service using our system. We eliminate the typical frustration associated with traditional voice systems by applying our technologies and “understanding” to customer service interactions.

Director, Customer Experience and Design

As the Director, Customer Experience and Design you will have responsibility for ensuring that all of Interaction’s applications deliver an outstanding customer experience. You will work closely with Clients and lead the process and team that gathers and interprets requirements to identify appropriate technologies and features, develop logical and adaptive call flows, specify system logic, write natural and conversational system prompts, and anticipate user responses. This position will be responsible for creating a user centric design methodology that incorporates user feedback throughout the design process. The design team creates the system persona, and overall dialog flow. The design team communicates the design with sample calls and creates a detailed design specification document that directs call-flow and grammar development. The design team also plays an integral part in application tuning and continuous improvement. This position will be deeply involved and influential during the presales phase, development/implementation phase, and ongoing support phase of all applications.

Responsibilities:

Thought leadership in area of caller experience and user centric design.
Own design throughout lifecycle of all applications to meet application metrics and KPIs.
Maintain, evolve, and promote the Interactions brand caller experience.
Remain abreast of industry progress in delivering natural language voice applications.
Participate in the opportunity assessment and planning engagement with prospective clients.
Initial design of applications and ongoing design oversight/ownership:

Caller experience
Usability
VUI Design
Speech integration
Optimization

Meet Business case and application Metrics/KPIs

Continuous improvement of application design to improve metrics/KPIs
Document all application designs using artifacts that are consumable by both internal staff and client SMEs.

Redesign existing applications as necessary to enhance user experience and to incorporate new capabilities such as ASR, SMS, etc.
Establishment of best practices.
Develop metrics that track the success of the deployments and ongoing implementation and that demonstrate how we are adding value for the client.
Management of Design Resources

Supervise design staff in implementing initial design and the ongoing design support during application development
Enforce best practices

Technical oversight and contribution to continuous improvement and optimization.
Design and delivery of vision clips.
Coaching of voice talent to align with design elements.
Consultative role during presales engagements.

Requirements:

BS Degree in Linguistics or related field
10+ years of relevant experience
Travel as required for design. engagement with clients during contracting phase, project kick-off, and design reviews. Estimated to be 30%.

The opportunity to work for Interactions will allow you to be a part of something that is changing the world of phone and web self-service. We pride ourselves on extraordinary service and performance for our impressive list of clients.

Please email your resume and salary requirements to jobs@interactions.net

Marketing Director

Company – Interactions Corporation

Interactions enables companies to more effectively interact with their customers. We provide an automated voice solution that leverages an unprecedented level of understanding– enabling a productive two-way dialogue, quick responses to customer requests, and a natural and easy way to communicate.

The opportunity to work for Interactions will allow you to be a part of something that is changing the world of self service. We pride ourselves on extraordinary service and performance for our impressive list of clients. We are looking for the best people.

Marketing Director

Interactions, a leader in conversational self-service for customer care is adding a Director of Marketing. The director will be responsible for the leading product marketing and supporting the marketing communication efforts for the company.
Responsibilities

Develop positioning and messaging that differentiates our solutions in the market
Communicate the product road-map, releases, features, etc. to the market
Communicate the value proposition and develop tools that support the sales team
Analyze and report on key metrics that impact lead generation and overall marketing effectiveness

Qualifications

5 plus years in product marketing management
Excellent analytical skills
Excellent people and management skills to interact with staff, colleagues, cross-functional teams, and third parties.
Experience marketing to the customer care/contact center, CRM, Web and voice self-service industries

Please email your resume and salary requirements to jobs@interactions.net

Project/Account Manager

Company – Interactions Corporation

Project/Account Manager

Due to our continued growth, we are seeking a Project/Account Manager to join us as a senior member to our Professional Services team. In this role, you will implement our technology for various clients and will plan, execute, and finalize projects according to timelines and budget. This involves leading key project teams through the client initiation, development, and deployment processes, defining business scope and value, defining technical scope and requirements, project objectives, acquiring and coordinating resources, resolving issues, managing timelines/budget and communicating project status.

In addition to typical project management duties, this role will also require a level of account management. You will serve as a key business contact for the client and be responsible for on-going client satisfaction.
Responsibilities:

Manage projects and associated development and QA engineers through the design and deployment of our software application
Manage deliverables and team resources in accordance with Agile development methodologies
Ensure that deployments are delivered on time and within budget
Develop metrics that track the success of the deployment and ongoing implementation that demonstrate how we are adding value for the client
Develop full-scale project plans and associated communications documents
Direct and manage client implementations from beginning to end
Provide on-going account management support
Develop and deliver progress reports, proposals, requirements documentation, and presentations
Proactively manage changes in project scope, identify potential crises, and devise contingency plans

Qualifications:

A Bachelor degree in an engineering discipline or equivalent relevant work experience
At least 5 years of related experience preferably managing complex software development and client deployments
Experience in enterprise-level implementation engagements with multiple external clients
Experience in project management methodology and tools a plus
Experience with Contact Center Routing Platforms (ACD’s), IVR’s, Call Queuing, CTI and Telephony applications and protocols, etc. is a plus
PMI or equivalent certification is a plus

The opportunity to work at Interactions will allow you to be a part of something that is changing the world of voice and chat self-service. We pride ourselves on extraordinary service and performance for our impressive list of clients. As a valued, respected employee at Interactions, you will receive a competitive salary, stock options, and benefits. Our work environment is flexible and collaborative. This position will report into our Franklin, MA office.

Please email your resume and salary requirements to jobs@interactions.net

Platform Software Developer

Company – Interactions Corporation

The opportunity to work for Interactions will allow you to be a part of something that is changing the world of phone and web self service. We pride ourselves on extraordinary service and performance for our impressive list of clients. We are looking for the best people.

Platform Software Developer

As the Platform Software Developer you will be responsible for building our core voice application delivery system for an impressive list of clients. Responsibilities include software design, development, and testing. Communication within the platform team and with the consumers of the platform software is required on a regular basis. You will be working in a multi vendor environment including off the shelf software integrated into our custom developed software often interacting with our customer’s systems. You will need a mindset around building complex, high volume, near real time, distributed systems with all the qualities of goodness that are required in such systems as performance, high uptime, resiliency, and comprehensibility.

Required Skills:

6 – 15 years software development experience
Java
Spring (or other DI framework)
Eclipse & Subversion
Linux (or other *nix variant)
Technical documentation skills, e.g., UML

Pluses:

Distributed systems experience (IP socket protocols, HTTP, etc)
Hibernate, Postgres, JBoss, Google Protocol Buffers, Maven
Mac OS X, Redhat
SIP, RTP, RTSP, other telephony protocols
ASR Grammar development (GrXML, SRGS, etc)
IVR platform development (Edify, Nuance, Intervoice, Genesys, Cisco, etc)
VXML
Agile development methodologies (Scrum, XP, etc)

As a valued, respected employee at Interactions, you will receive a competitive salary, stock options, and benefits. Our work environment is flexible and collaborative. Check us out at: (www.interactions.net)

Please email your resume and salary requirements to jobs@interactions.net

Database Development Engineer

Company – Interactions Corporation

Fast growing Interactions Corp. (www.interactions.net) provides a hosted voice recognition service that is unparalleled in our industry due to our approach to speech recognition. Millions of users experience the world’s best phone-based self-service using our system. We eliminate the typical frustration associated with traditional voice systems by applying our patented technologies and “understanding” to customer service interactions. The opportunity to work for Interactions will allow you to be a part of something that is changing the world of phone and web self-service. We pride ourselves on extraordinary service and performance for our most impressive list of clients.

Database Development Engineer

As Database Developer you will be responsible for building our high performance distributed database, standard ETL process, and build a standard report infrastructure for core application delivery system for an impressive list of clients. Responsibilities include database design, DBA, distributed data architecture and design. Working closely with the Platform Development team and Professional Services, gathering requirements, selecting appropriate tools, database and software design, development, and testing. Communication within the platform team and with the consumers of the platform software is required on a regular basis. You will be working in a multi vendor environment including off the shelf Reporting Tools integrated into our custom developed software often interacting with our customer’s systems. You will need a mindset around building complex, high volume, near real time, distributed systems with all the qualities of goodness that are required in such systems as performance, high uptime, resiliency, and comprehensibility.

Required Skills:

6 – 10 years database development experience • SQL •ETL • Postgress (preferred) or SQL database •
Linux (or other *nix variant) • Technical documentation skills, e.g., UML

Pluses:

Distributed database experience
Agile development methodologies (Scrum, XP, etc)

Please email your resume and salary requirements to jobs@interactions.net

Senior Unix Systems Administrator

Company – Interactions Corporation

Interactions Inc. (www.interactions.net) provides a hosted voice recognition service that is unparalleled in our industry due to our patented approach to speech recognition. Millions of users experience the world’s best phone-based self-service using our system. We eliminate the typical frustration associated with traditional voice systems by applying our technologies and “understanding” to customer service interactions. The opportunity to work for Interactions will allow you to be a part of something that is changing the world of phone and web self-service. We pride ourselves on extraordinary service and performance for our impressive list of clients.

Senior Unix Systems Administrator

We are currently seeking Senior Unix Systems Administrator to reinforce our Technical Operations team. Reporting to the Director of Technical Operations, the Sr. Unix Systems Administrators design, plan, deploy, support and administer systems and implements appropriate tools to manage the company’s multi-site, 24×7 infrastructure.

Responsibilities:

Maintains up to date, accurate documentation of all system configurations in company repositories.
Proposes, develops and implements processes, policies and procedures related to the management of the company’s infrastructure, including reliability, scalability, and security.
Manages and monitors infrastructure hardware (servers and SANs) and software, 3^rd party siftware, server performance, space utilization, support, security, backups and disaster recovery.
Deploys system hardware, software and maintains patches and updates
Actively participates in strategic technology planning and budget planning processes.
Researches, evaluates and recommends solutions to improve and scale our service delivery infrastructure.
Participate in On-Call rotation requiring incident ownership from start to finish.

Skills:

Expert-level Unix systems administration skills, Redhat, preferred.
Expert at scripting and system automation, BASH PERL
Problem identification, isolation, and resolution
Knowledge of DHCP (isc-dhcpd, Cisco) and DNS (bind) services, SMTP, NTP
System Security Skills
Security policy and access controls for networks, systems, and users, LDAP
High Availability design and deployment experience
Multiple Data Center Experience, Active / Active preferred
Knowledgeable about SAN performance and layout
Experience with EMC SANs, VMware VIrtualization, preferred
Exposure to telephony and/or real-time infrastructure platforms preferred

Please email your resume and salary requirements to jobs@interactions.net

Platform QA Engineer

Company – Interactions Corporation

Platform QA Engineer

As Platform QA Engineer you will be responsible for ensuring quality software is built and delivered into production for our shared services, hosted core application delivery system for an impressive list of clients. Responsibilities include test design, tool implementation and integration, test execution, defect tracking and resolution. Communication within the platform team and with the consumers of the platform software is required on a regular basis. You will be working in a multi vendor environment including off the shelf tools integrated into our custom developed software often interacting with our customer’s systems. You will need a mindset around testing complex, high volume, near real time, distributed systems with all the qualities of goodness that are required in such systems as performance, high uptime, resiliency, and comprehensibility.

Required Skills:

4 – 6 years quality assurance experience
Black box test planning and execution
SQL
Linux (or other *nix variant)
Knowledge of defect tracking systems such as Jira
Good communication skills, team attitude

Pluses:

Agile development methodologies (Scrum, XP, etc)
White box testing with knowledge of code
Experience with Java based systems
Performance testing, interpretation
Test tool or other development experience

Please email your resume and salary requirements to jobs@interactions.net

Quality Engineer

Company – Interactions Corporation

Interactions Inc. provides a hosted Interactive Voice Response (IVR) service that is unparalleled in our industry due to our patented approach to speech recognition. Millions of users experience the world’s best phone-based self-service using our system. We eliminate the typical frustration associated with traditional IVRs by applying our technologies and “understanding” to customer service interactions. The opportunity to work for Interactions will allow you to be a part of something that is changing the world of phone and web self-service. We pride ourselves on extraordinary service and performance for our impressive list of clients. As a valued, respected employee at Interactions, you will receive a competitive salary, stock options, and benefits. Our work environment is flexible and collaborative.

Interactions is in the process of expanding its operations into the Boston area. As such, candidates have a unique ground floor opportunity as we grow our development, QA and Services teams at our facility in Franklin, Massachusetts.

Responsibilities:

The Quality Engineer is responsible for testing product releases, identifying and isolating solution gaps and issues, and working with the QA, Development and Services teams to deliver high quality, effective applications. Testing will include a combination of manual and automated methods and candidates may be expected to identify and contribute to the development of automated scripts. Testing considerations focus on usability, functionality and user experience. Successful candidates should be comfortable working on independent tasks in a team environment.

In this role, candidates will have the following responsibilities:

Develop and execute tests to qualify baseline releases
Develop and execute tests to verify new features
Proactively expand test coverage to improve quality for users and end customers
Maintain and enhance existing test infrastructure

Required Skills

Experience writing/scripting tests
Experience with defect tracking tools and trending
Experience with exploratory testing techniques
Familiarity with session-based testing
Experience with performance/load testing
Adept troubleshooting and defect isolation
Basic UNIX experience

Pluses

Experience in QA testing of voice applications
IVR platforms (Edify, Nuance, Intervoice, Genesys, Cisco, etc)
Voxeo Prophecy
Voxeo VoiceObjects
Business Intelligence reporting tools
Agile development methodologies

Qualifications

Bachelor in Computer Science (or related field)
At least 5 years of related experience (preferably in the area of application QA)
Team player with strong written and verbal communication skills
Strong technical background and able to learn complex products and testing methodologies quickly as well as able to troubleshoot issues with relative ease
Works well under pressure
Good understanding of standard QA practices such as bug reporting and verification, smoke tests, regression tests, feature tests and load and performance testing
Able to successfully work/communicate with distributed development and test teams

As a valued, respected employee at Interactions, you will receive a competitive salary, stock options, and benefits. Our work environment is flexible and collaborative. Interactions has R&D operations in both Carmel, Indiana and Franklin, Massachusetts.

Please email your resume and salary requirements to jobs@interactions.net

Application Developer – Level I

Company – Interactions Corporation

Responsibilities:

As a member of the application development team you will be responsible for building voice and web applications for an impressive list of clients. You will enjoy the benefits of working closely with our clients, using Agile development methodologies, and projects with durations measured in weeks and not months. All of this yields the satisfaction of seeing the results of your work put to use to deliver benefits to our customers and growth opportunity for the company. Development responsibilities include translating client requirements to application specifications, building multi-channel applications, providing project plans, and integrating with our clients’ systems. You will do this working in a highly collaborative environment and by working with our QA and professional services teams to deliver high-quality deployments.

Required Skills:

3+ years software development experience
XML
Java and Javascript
Web Services (SOAP, REST)
Eclipse & Subversion
Technical documentation skills, e.g., UML

Pluses

Experience in developing of voice applications
Experience with call center or customer service applications
ASR Grammar development (GrXML, SRGS, etc)
IVR platform (Edify, Nuance, Intervoice, Genesys, Cisco, etc) and VRU software development
CTI platform familiarity (Genesys Tserver and CT Connect)
VXML
Agile development methodologies
Liferay or other Java Portal

Qualifications

Bachelor in Computer Science (or related field)
At least 3 years of related experience (preferably in the area of application development)
Team player with strong written and verbal communication skills
Good understanding of software development practices and discipline
Able to successfully work/communicate with distributed development and test teams

Please email your resume and salary requirements to jobs@interactions.net

Application Developer – Level II

Company – Interactions Corporation

Responsibilities:

Required Skills:

8+ years software development experience
XML
Java and Javascript
Web Services (SOAP, REST)
Eclipse & Subversion
Technical documentation skills, e.g., UML

Pluses

Experience in developing of voice applications
Experience with call center or customer service applications
ASR Grammar development (GrXML, SRGS, etc)
IVR platform (Edify, Nuance, Intervoice, Genesys, Cisco, etc) and VRU software development
CTI platform familiarity (Genesys Tserver and CT Connect)
VXML
Agile development methodologies
Liferay or other Java Portal

Qualifications

Bachelor in Computer Science (or related field)
At least 8 years of related experience (preferably in the area of application development)
Team player with strong written and verbal communication skills
Good understanding of software development practices and discipline
Able to successfully work/communicate with distributed development and test teams

Please email your resume and salary requirements to jobs@interactions.net

Intent Analyst

Company – Interactions Corporation

Responsibilities:

As a member of the Intent Analyst team you will perform real-time data entry by listening to customer voice clips and capturing the appropriate concept or data, and enter the information into innovative system. Due to the real-time nature of the position it “plays” much like a video game. Our Intent Analyst position is an entry level position that provides an excellent opportunity to grow into many of the other positions in the company, i.e. management, QA, Development, etc.

Required Skills:

Basic computer skills
Knowledge of Microsoft Windows
Typing: minimum 40 wpm
Ability to multi-task
Excellent listening abilities

Pluses

Flexible work schedules
Multiple shifts available 1st, 2nd, 3rd
Pay rate based on performance (speed and accuracy)
Weekly bonus opportunities for top performers
Casual dress code

Qualifications

Ability to listen and process data fast and accurately
Previous gaming experience, or similar skills a plus
Must be able to pass employment drug and felony background check

Interactions has iCenter operations in both Carmel, Indiana and Austin, Texas.

Please email your resume and salary requirements to jobs@interactions.net

Senior Sales Executive

Company – Interactions Corporation

Responsibilities:

Interactions is growing and expanding its sales organization comprised of the brightest and most committed team members to execute on our mission. We are seeking highly motivated Sales Executives with a proven track record in technology and solid business-to-business sales. Candidates must be able to work effectively in a fast-paced, innovative environment where they will be empowered to sell advanced interactive solutions into the customer care organizations of the Global 3000.