Sr. IVR Developer

GuruLink; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

GuruLink in Toronto, Ontario is seeking an experienced IVR/Voice Bot developer to design and support DTMF and CVP-based bots. You will work across development and testing to deliver scalable IVR solutions within a large transformation program.

Role requires 4+ years in CVP IVR development, strong Cisco CVP/CStudio skills, and Java integrations with REST/OAuth2 and SQL Server. Collaboration with cross-functional teams is essential for success in a large financial enterprise environment.

Qualifications

• Undergraduate Degree or Technical Certificate (Graduate degree preferred).
• 4+ years of experience in DTMF IVR application development in CVP (Contact Center).
• Core Technologies: Cisco Call Studio, Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat.
• Backend & Integrations: Java development with client backend integrations (HTTP REST APIs, OAuth2, XML Web Services, MS SQL Server).
• Cisco Architecture: Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS, Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop).
• Additional Exposure: Voice Bot development (Google Dialogflow, Microsoft, etc.), speech analysis/repair, NLU fine-tuning, and cloud understanding (AWS, Google Cloud, Microsoft Azure).
• Environment: Large-scale Financial Enterprise environment experience.

Responsibilities

• Build, develop, and support DTMF and Conversational IVRs (Integrated Voice Response) Bots and perform unit/component testing.
• Assist Application Owners, Development Managers, and Technical Delivery Leads with effort estimates for new projects and initiatives.
• Identify and resolve issues affecting application integrity (cross-capability/release issues).
• Collaborate with design, business, and technology partners on technical planning, integration, systems analysis, design, and maintenance.
• Create and maintain quality code, ensure defect-free programming, provide support during testing and post-production deployment, and review peer coding.
• Perform complex technical tasks independently and resolve multifaceted development problems.

Skills

DTMF IVR

CVP

Java development

REST APIs

OAuth2

XML Web Services

MS SQL Server

Cisco CVP VXML Server

Call Studio GUI

UCCE/ICM

Voice Bot

NLU

Cloud (AWS/GCP/Azure)

Tomcat

Education

Bachelor's degree or Technical Certificate

Graduate degree preferred

Tools

Cisco Call Studio

Cisco CVP VXML Server

Java

HTTP REST APIs

OAuth2

XML Web Services

MS SQL Server

Apache Tomcat

Job description

Location: Toronto, Ontario

Role Overview & Summary

Member of the Contact Centre and Customer Experience team responsible for developing and supporting DTMF and Voice Bots to meet business and programmatic goals. Covers both development and support within a large transformational program enabling personalized customer experiences in assisted service channels.

Core Responsibilities

• Build, develop, and support DTMF and Conversational IVRs (Integrated Voice Response) Bots and perform unit/component testing.


• Assist Application Owners, Development Managers, and Technical Delivery Leads with effort estimates for new projects and initiatives.


• Identify and resolve issues affecting application integrity (cross-capability/release issues).


• Collaborate with design, business, and technology partners on technical planning, integration, systems analysis, design, and maintenance.


• Create and maintain quality code, ensure defect-free programming, provide support during testing and post-production deployment, and review peer coding.


• Perform complex technical tasks independently and resolve multifaceted development problems.

Must Have Skills:

Required Skills & Experience

• Undergraduate Degree or Technical Certificate (Graduate degree preferred).


• 4+ years of experience in DTMF IVR application development in CVP (Contact Center).


• Core Technologies: Cisco Call Studio, Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat.


• Backend & Integrations: Java development with client backend integrations (HTTP REST APIs, OAuth2, XML Web Services, MS SQL Server).


• Cisco Architecture: Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS, Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop).


• Additional Exposure: Voice Bot development (Google Dialogflow, Microsoft, etc.), speech analysis/repair, NLU fine-tuning, and cloud understanding (AWS, Google Cloud, Microsoft Azure).


• Environment: Large-scale Financial Enterprise environment experience.