Voice Application Developer - (hybrid and remote)

Date Opened: Jul 17, 2021

Location: Belfast, GB Derry/ Londonderry, GB Strabane, GB

Company: Allstate Insurance Company

Ref: 16/7/V


About Us


At Allstate Northern Ireland, we believe it’s more than just a job.  We believe in allowing our people to choose the direction of their careers.  It’s about you, your future and where you want to get to.


Opportunity is the hallmark of the Allstate career experience.  We invest heavily in our employees, offering long term career development, personal growth and investment in new technologies.  Every day is different, with new ideas, challenges, and rewards — no matter which team you join.


We believe that inclusive diversity is crucial to creating a culture of mutual respect where the strengths and talents of each individual are recognised.  We like to leave things better than we found them and deliver results.  We do all of this while having fun and exploring personal passions.

Allstate operate a very flexible hybrid working model with a blend of remote and office working for NI based employees. 

Employees based in GB will be employed on a permanent remote working contract


Join our team and you’ll find challenge and reward in a culture of innovation, support and balance.





Belfast/ Derry, Londonderry/ Strabane/ Remote working GB


Your role in the team


Are you a highly self-motivated and fast learning technologist who is ready to build the latest in Enterprise Voice Systems to create our AI driven Contact Center?  The Allstate AI-COE Intelligent Voice team is responsible for evaluating Contact Center technologies, developing Patterns, Practices, and Services, as well as assisting other Allstate technology areas with the adoption of AI into the Contact Center.  You must be capable of working in a fast paced, highly dynamic and distributed team.


The ideal candidate has solid knowledge of Voice Technology and Call Routing Applications. The successful applicant will be working to modernize and create a standardized blueprint for Contact Centre technologies so they can be available to all Allstate Contact Centres.


  • To build routing of calls with Avaya Session Manager, Avaya Experience Portal, Avaya Intelligent Call Routing (ICR), Avaya Business Rules Engine (BRE) & Communication Manager
  • Creation and modification of IVR flows with VoiceXML
  • Development of APIs to integrate with backend services
  • Active participation in all Agile Scrum ceremonies
  • Lead and participate in knowledge sharing and contribute to the overall growth of AI Voice technology adoption within Allstate



So, what are the essential criteria to apply?


  • All candidates must evidence an existing right to work in the UK
  • Have at least 3 years relevant I.T. experience 
  • 3+ years’ experience developing voice applications and/or call routing with Avaya technologies.
  • Knowledge of Agile methodologies and test-driven development
  • Be able to demonstrate a passion for learning and learning agility; and
  • Excellent written and verbal communication skills
  • Strong analytical, problem-solving and technical skills



We also have some desirable criteria

  • Be able to migrate from an architecture of Avaya Best Service Routing and PBX Hold Flows to modernize configuration with Avaya Business Rules Engine, Avaya Intelligent Call Routing, Avaya Experience Portal, SIP PBX Hubs and IVR/ VoiceXML
  • Experience in Avaya’s latest platforms including Experience Portal, Business Rules Engine, Breeze, Context Store, Workspaces & Workplace
  • Minimum of 2 years industry experience of API development/integration with backend services
  • Proven use of automated testing tools 
  • Can establish and follow continuous integration, continuous delivery, and continuous deployment pipelines and practices
  • Proven use of tools for capturing logs and metrics




What we offer


As Digital DNA’s Workplace of the Year 2020 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.


Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.


We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.


We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.



Statement on Fair Employment and Equal Opportunities


Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.


We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.


Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.



The closing date for receipt of applications is Tuesday 10th August 2021