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.
