| Description: |
Location: Toronto, ON (Onsite)
Employment Type: Full-Time
Salary: CAD $100,000 – $120,000 Base
Position Overview
We are seeking an experienced IVR Developer with strong expertise in Amazon Connect to design, develop, and support enterprise-grade customer self-service IVR applications. The ideal candidate will have hands-on experience building DTMF-based IVR solutions using Cisco CVP, integrating backend systems with Java and REST APIs, and delivering highly available contact center solutions.
You will collaborate closely with business analysts, solution architects, QA teams, infrastructure teams, and contact center operations to develop scalable, secure, and reliable IVR applications that enhance the customer experience.
Key Responsibilities
- Design, develop, and maintain DTMF-based IVR applications using Cisco Customer Voice Portal (CVP).
- Develop IVR call flows using Cisco Call Studio and VXML Server.
- Create and enhance CVP Custom Elements using Java.
- Deploy and maintain IVR applications on Apache Tomcat.
- Develop Java services to support IVR functionality and customer self-service capabilities.
- Integrate IVR applications with backend enterprise systems using REST APIs, OAuth2, and XML Web Services.
- Connect IVR solutions with MS SQL Server databases for customer and transactional data retrieval.
- Enable secure data sharing between IVR applications and the Agent Desktop.
- Integrate Cisco CVP with Cisco UCCE/ICM, including routing scripts, DNIS, CTI variables, skill group queuing, and Cisco Finesse Agent Desktop.
- Participate in application testing, deployment, troubleshooting, production support, and continuous improvement initiatives.
- Collaborate with cross-functional teams throughout the software development lifecycle.
- Ensure solutions meet security, scalability, reliability, and performance requirements.
Required Qualifications
- 4+ years of hands-on experience developing DTMF IVR applications using Cisco CVP.
- Strong experience with:
- Cisco Call Studio
- Cisco CVP
- VXML Server
- CVP Custom Elements (Java)
- Apache Tomcat
- Strong Java development experience.
- Experience integrating backend systems using:
- REST APIs
- OAuth2
- XML Web Services
- Experience working with MS SQL Server.
- Experience developing customer self-service IVR solutions.
- Hands-on experience sharing data between IVR applications and Agent Desktop.
- Experience integrating Cisco CVP applications with Cisco UCCE/ICM, including:
- Routing Scripts
- DNIS
- Skill Group Queuing
- CTI Variables
- Cisco Finesse Agent Desktop
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and collaboration skills.
Preferred Qualifications
- Experience with AWS Amazon Connect.
- Experience using Cyara for IVR testing and validation.
- Experience working in banking, financial services, or enterprise contact center environments.
- Familiarity with Agile/Scrum methodologies.
- Knowledge of CI/CD practices and modern software development workflows.
Technical Skills
- Programming: Java
- IVR Technologies: Cisco CVP, Cisco Call Studio, VXML Server, CVP Custom Elements
- Contact Center: Cisco UCCE/ICM, Cisco Finesse, DNIS, CTI Variables, Skill Group Queuing
- Integration: REST APIs, OAuth2, XML Web Services
- Databases: MS SQL Server
- Application Server: Apache Tomcat
- Cloud: AWS Amazon Connect (preferred)
- Testing: Cyara (preferred)
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