IVR-Contact Centre Engineer

Apptoza Inc.; Toronto; On-site; CAD 130,000 - 170,000; Full time

Job summary

Apptoza Inc. is seeking a senior IVR and contact center leader based in Toronto to design, implement, and optimize complex customer interactions.

You will guide cross-functional teams to deliver scalable IVR flows, call routing, and self-service solutions, while coordinating with IT and business partners. The role requires strong experience with Genesys, UCCE/UCCX, Amazon Connect, NICE, Avaya, and Nuance, plus cloud-based telephony skills.

Qualifications

• Experience designing conversation flows, call routing, and self-service solutions.
• Background in CTI integration, APIs, and web services.
• Proven track record with cloud contact center solutions and telephony tech.

Responsibilities

• Lead the design, development, implementation, and support of IVR and Contact Center applications.
• Oversee integration with backend systems and APIs.
• Manage projects and coordinate with stakeholders to align with business goals.
• Drive cloud-based contact center initiatives and telephony improvements.
• Mentor teams and promote Agile/Scrum practices.

Skills

IVR

Contact Center

Project management

Stakeholder management

Agile/Scrum

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.