IVR & Contact Center Architect — Amazon Connect (Hybrid)

REALIGN LLC; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

REALIGN LLC in Toronto, ON is seeking a Full Time IVR Developer – Contact Centre with extensive contact centre technology experience. The role focuses on Amazon Connect, IVR, telephony, CTI, routing, and contact centre infrastructure, supporting design, development, integration, deployment, and modernization of enterprise CC environments.

You will design, implement, and troubleshoot IVR and contact centre solutions, collaborate with network, infrastructure, application, and business teams, and

Qualifications

• 10+ years of contact centre domain experience.
• 5+ years of Amazon Connect experience.
• 3+ years of planning and developing large contact centre infrastructure.
• Strong experience with IVR, CTI, telephony, call routing, and call recording.
• Experience working in enterprise contact centre environments.

Responsibilities

• Design, develop, and support IVR and contact centre solutions.
• Work with Amazon Connect Contact Centre technology.
• Design and implement contact centre infrastructure and integrations.
• Support telephony, call recording, call routing, reporting, IVR, CTI, IPT, and WFM technologies.
• Plan and execute large contact centre infrastructure deployments and upgrades.
• Troubleshoot complex contact centre and telephony issues.
• Collaborate with network, infrastructure, application, and business teams.
• Support enterprise-scale contact centre architecture and integration initiatives.

Skills

Amazon Connect

IVR

CTI

Telephony

Call routing

Call recording

Contact centre infrastructure

Networking (VoIP, SIP, MPLS)

Job description

REALIGN LLC in Toronto, ON is seeking a Full Time IVR Developer – Contact Centre with extensive contact centre technology experience. The role focuses on Amazon Connect, IVR, telephony, CTI, routing, and contact centre infrastructure, supporting design, development, integration, deployment, and modernization of enterprise CC environments.

You will design, implement, and troubleshoot IVR and contact centre solutions, collaborate with network, infrastructure, application, and business teams, and