| Description: |
Location: Toronto, ON (Hybrid)
Employment Type: Full-Time
Salary: Up to CAD $120,000
About the Role
We are seeking an experienced IVR Developer to join our team supporting enterprise contact center solutions for a bank. This role is ideal for a developer with strong expertise in Cisco CVP, Java, and contact center technologies, with hands-on experience building scalable customer self-service IVR applications and integrating them with backend systems.
You will work closely with architects, business stakeholders, and contact center teams to design, develop, integrate, and maintain IVR applications that deliver seamless customer experiences.
Key Responsibilities
- Design, develop, and maintain DTMF-based IVR applications using Cisco CVP.
- Develop IVR applications using Cisco Call Studio and VXML Server.
- Create and enhance custom CVP elements using Java.
- Configure and deploy applications on Apache Tomcat.
- Integrate IVR applications with backend systems using REST APIs, XML Web Services, and OAuth2 authentication.
- Develop Java-based services to support IVR functionality and customer self-service features.
- Integrate IVR solutions with MS SQL Server databases.
- Enable secure data sharing between IVR applications and the Agent Desktop.
- Integrate Cisco CVP applications with Cisco UCCE/ICM routing scripts.
- Configure DNIS routing, CTI Variables, skill group queuing, and Finesse Agent Desktop integration.
- Participate in application testing, troubleshooting, deployment, and production support.
- Work collaboratively with business analysts, QA teams, architects, and infrastructure teams to deliver high-quality solutions.
- Utilize Cyara for IVR testing and validation where applicable.
Required Qualifications
- 4+ years of experience developing DTMF IVR applications using Cisco CVP.
- Strong hands-on 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.
- Hands-on experience building customer self-service IVR solutions.
- Experience sharing data between IVR applications and Agent Desktop.
- Strong understanding of Cisco UCCE/ICM integration, including:
- Routing Scripts
- DNIS
- Skill Group Queuing
- CTI Variables
- Cisco Finesse Agent Desktop
- Experience with Cyara testing is an asset.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and collaboration skills.
Preferred Qualifications
- Experience working within banking or financial services environments.
- Experience supporting enterprise contact center platforms.
- Familiarity with Agile development methodologies.
- Knowledge of CI/CD deployment practices.
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