Senior IVR Developer

Connex Telecommunications Inc.; Richmond Hill; On-site; CAD 90,000 - 115,000; Full time

Job summary

Connex Telecommunications Inc. is seeking a Senior IVR Developer to join its Contact Centre and Customer Assistance team in Richmond Hill. The role focuses on building and supporting DTMF and conversational IVR applications within a large enterprise transformation program.

You will collaborate with solution architects, application owners and design teams to deliver reliable, scalable customer-service solutions, with responsibilities spanning development and production support.

Qualifications

• Four years of hands-on experience developing DTMF IVR applications using Cisco CVP.
• Strong experience with Cisco Call Studio, CVP VXML Server and Call Studio GUI.
• Experience deploying and supporting applications using Apache Tomcat.
• Experience integrating applications with HTTP REST APIs, OAuth2, XML web services and SQL Server.
• Working knowledge of UCCE and ICM routing.
• Experience with DNIS, skill-group queues, CTI variables and Finesse Agent Desktop.
• Experience supporting complex production applications in a live environment.
• Strong troubleshooting, root-cause analysis and remediation skills.
• Experience working within Agile and traditional SDLC environments.
• Familiarity with Jira, Confluence and Cyara.
• Strong written and verbal communication skills.

Responsibilities

• Design, develop and support DTMF and conversational IVR applications aligned with business requirements.
• Build and maintain IVR applications using Cisco CVP, Call Studio and VXML.
• Develop custom Java elements and integrate IVR with backend systems.
• Perform unit, component and systems testing.
• Integrate IVR with UCCE and ICM routing scripts.
• Configure DNIS routing, skill-group queues, CTI variables and Finesse integrations.
• Develop integrations using REST APIs, OAuth2, XML web services and SQL Server.
• Provide effort estimates for projects and enhancements.
• Identify and resolve issues affecting application integrity and availability.
• Support applications through testing, deployment and post-production maintenance.
• Troubleshoot production issues and perform root-cause analysis.
• Participate in peer code reviews and ensure quality standards.
• Create reusable components linked to business requirements.
• Collaborate with business, design, architecture and technology teams.
• Maintain technical docs and support procedures.

Skills

DTMF IVR development

Cisco CVP

Cisco Call Studio

VXML

REST APIs

OAuth2

XML web services

SQL Server

UCCE routing

ICM routing

Finesse Agent Desktop

Agile SDLC

Jira

Confluence

Cyara

Education

Undergraduate degree or equivalent

Tools

Apache Tomcat

Job description

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada

Job Description

Posted Tuesday, August 11, 2026 at 4:00 AM

Senior IVR Developer

Position Summary

We are seeking a Senior IVR Developer to join our Contact Centre and Customer Assistance team. This role will develop, enhance and support DTMF and conversational voice applications as part of a large enterprise transformation program.

The Senior IVR Developer will work closely with solution architects, technical leads, application owners, business partners and design teams to build reliable, reusable and scalable customer-service solutions. This position includes both development and production support responsibilities.

Key Responsibilities

• Design, develop and support DTMF and conversational IVR applications aligned with business requirements and enterprise architecture standards.
• Build and maintain IVR applications using Cisco CVP, Cisco Call Studio and VXML.
• Develop custom Java elements and integrate IVR applications with backend systems.
• Perform unit, component and systems testing.
• Integrate IVR applications with UCCE and ICM routing scripts.
• Configure DNIS routing, skill-group queues, CTI variables and Finesse integrations.
• Develop integrations using REST APIs, OAuth2, XML web services and Microsoft SQL Server.
• Provide effort estimates for projects, enhancements and technical initiatives.
• Identify and resolve issues affecting application integrity, performance and availability.
• Support applications through testing, deployment and post-production maintenance.
• Troubleshoot complex production issues and complete root-cause analysis.
• Participate in peer code reviews and ensure code meets quality and development standards.
• Create reusable components and ensure technical designs trace back to business requirements.
• Collaborate directly with business, design, architecture and technology teams.
• Maintain technical documentation, support procedures and implementation records.
• Participate in support coverage for highly available applications operating 24 hours a day, 7 days a week.
• Stay current with emerging contact-centre, cloud and conversational AI technologies.

Required Qualifications

• Undergraduate degree, technical diploma or equivalent professional experience.
• Minimum four years of hands‑on experience developing DTMF IVR applications using Cisco CVP.
• Strong experience with Cisco Call Studio, CVP VXML Server and Call Studio GUI.
• Experience deploying and supporting applications using Apache Tomcat.
• Experience integrating applications with HTTP REST APIs, OAuth2, XML web services and SQL Server.
• Working knowledge of UCCE and ICM routing.
• Experience with DNIS, skill‑group queues, CTI variables and Finesse Agent Desktop.
• Experience supporting complex, business‑critical applications in a production environment.
• Strong troubleshooting, root‑cause analysis and remediation skills.
• Experience working within Agile and traditional SDLC environments.
• Familiarity with Jira, Confluence and Cyara.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively within a technical team.

Preferred Qualifications

• Experience analysing speech interactions and tuning natural‑language understanding models.
• Knowledge of AWS, Microsoft Azure or Google Cloud Platform.
• Experience working within a large financial institution or another regulated enterprise environment.
• Graduate degree or relevant technical certifications.

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada