IVR-Contact Centre Engineer

Apptoza Inc.; Toronto; On-site; CAD 100,000 - 160,000; Full time

Job summary

Apptoza Inc. is seeking a senior professional to lead the design, development, implementation, and support of IVR and Contact Center applications in Canada.

The role requires strong experience with major contact center platforms and speech recognition, along with CTI integration and APIs. The candidate will oversee cloud-based contact center solutions, telephony technologies, and cross-functional collaboration with stakeholders.

Qualifications

• Experience in design of IVR and contact flows for contact center platforms.

Responsibilities

• Lead the design, development, implementation, and support of IVR and Contact Center applications.

Skills

IVR design

Contact Center

APIs

Web services

CTI integration

Cloud contact centers

Telephony technologies

Agile/Scrum

Project management

Stakeholder management

Leadership

Communication

Problem-solving

Tools

Genesys

Cisco UCCE/UCCX

Amazon Connect

NICE

Avaya

Nuance

Job description

Lead the design, development, implementation, and support of IVR and Contact Center applications.

Strong experience in IVR and Contact Center platforms (e.g., Genesys, Cisco UCCE/UCCX, Amazon Connect, NICE, Avaya, Nuance).

Experience in contact flow design, call routing, self-service solutions, and speech recognition.

Knowledge of CTI integration, APIs, web services, and backend system integrations.

Experience with cloud-based contact center solutions and telephony technologies.

Strong project management and stakeholder management skills.

Familiarity with Agile/Scrum methodologies.

Excellent problem-solving, communication, and leadership skills.