NLU Developer

Connex Telecommunications Inc.; Ottawa; Remote; CAD 100,000 - 130,000; Full time

Job summary

Connex Telecommunications Inc. is seeking a Senior IVR / NLU Developer for a cloud migration initiative to modernize contact center technologies. The role combines technical oversight with leadership responsibilities, focusing on leading a development team while ensuring high-quality architectural solutions. Ideal candidates will have 5+ years of experience, extensive knowledge of IVR / NLU, and strong skills in Java and cloud-based platforms.

Benefits

Flexible, remote-first work environment

Engaging collaborative culture

Opportunities for ownership in project impacts

Qualifications

• 5+ years of experience in IVR / NLU development.
• Proven experience with Nuance Mix & Genesys Cloud.
• Strong backend skills in Java and Spring Boot.

Responsibilities

• Lead architectural planning and oversee NLU component integration.
• Guide development team through software lifecycle with a focus on quality.
• Build and deploy voice applications across various environments.

Skills

Problem-solving

Communication

Leadership

Tools

Git

JIRA

Confluence

Job description

We are looking for an experienced Senior IVR / NLU Developer to join a transformative cloud migration initiative focused on modernizing contact center technologies. This role will lead architectural planning, oversee the integration of Natural Language Understanding (NLU) components, and guide a team of developers through the design, development, and deployment phases. The position is hands-on in leadership—80% focused on team management, architecture review, and solution quality, with 20% focused on coding and implementation.

You will be instrumental in transitioning legacy IVR applications from an on-premises solution to a cloud-based CCaaS platform using Nuance Mix, Genesys Cloud, Java, and Spring Boot, while operating within a Microsoft Azure environment.

Key Responsibilities :

Leadership & Technical Oversight

• Define and review the architectural vision and ensure alignment with overall project objectives and best practices.
• Lead the integration of Nuance Mix NLU with Genesys Cloud, ensuring smooth transitions and identifying potential roadblocks during planning and execution.
• Guide the development team throughout the full software development lifecycle, with a strong focus on code quality, maintainability, and scalability.
• Perform thorough code reviews for all developers, identify errors, refactor broken logic, and ensure adherence to design standards.
• Serve as the technical point of contact for integration discussions, flow behavior, and backend structure alignment.

Design & Documentation

• Collaborate with cross-functional teams including IT, product, and business stakeholders to validate solution feasibility and system limitations.
• Participate in early design phases to highlight risks or misalignments in conversational flow capabilities and platform constraints.
• Work with the backend engineering team to define input / output structures and produce detailed Data Access Documents for stakeholder approval.

Deployment & Support

• Build and deploy voice applications across development, staging, and production environments.
• Provide overnight support for production deployments as needed.
• Act as a technical liaison during QA cycles to address edge cases and clarify expected outcomes in the conversational flow.
• Respond to internal team (Design, QA) and external stakeholder (Business, Product) questions regarding system functionality and IVR behavior post-development.

Technical Stack & Tools :

• IVR & Conversational Platforms : Nuance Mix, Genesys Cloud
• Languages & Frameworks : Java, Spring Boot
• Cloud & DevOps : Microsoft Azure (knowledge of CI / CD pipelines a plus)
• Tools : Git, JIRA, Confluence

Qualifications : Must-Have :

• 5+ years of professional experience in IVR / NLU development with a focus on contact center solutions.
• Proven experience with Nuance Mix, Genesys Cloud, and cloud-based NLU integrations.
• Strong backend development skills using Java and Spring Boot.
• Ability to lead code reviews and provide architectural direction to distributed development teams.
• Excellent problem-solving skills and the ability to diagnose complex issues across frontend flows and backend integrations.
• Strong communication skills, especially when interfacing with stakeholders across technical and non-technical functions.

Nice-to-Have :

• Prior experience with CCaaS migrations or large-scale enterprise telephony transformations.
• Familiarity with conversational analytics, flow performance tracking, and tuning NLU models for accuracy.
• Knowledge of CI / CD pipelines, automated testing, and voice application deployment best practices.
• Experience mentoring developers or managing cross-functional development teams in an Agile environment.

Why Join Us?

• Join a high-impact team working on leading-edge cloud contact center technology.
• Engage in a flexible, remote-first work environment with a collaborative and innovative culture.
• Opportunity to work on projects that influence how thousands of end-users interact with automated systems.
• Take ownership of technical architecture and mentor others while staying hands-on with modern tools and platforms.