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IVR Developer +Amazon Connect

Staffmax -
Toronto, ON

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Job details

Permanent
$100,000–$120,000 a year

Qualifications

CI/CD
XML
Tomcat
Microsoft SQL Server
Java
AWS
REST
Scrum
Software development
APIs
Agile
Web services
Communication skills

Full job description

Location: Toronto, ON (Onsite)
Employment Type: Full-Time
Salary: CAD $100,000 – $120,000 Base

Position Overview

We are seeking an experienced IVR Developer with strong expertise in Amazon Connect to design, develop, and support enterprise-grade customer self-service IVR applications. The ideal candidate will have hands-on experience building DTMF-based IVR solutions using Cisco CVP, integrating backend systems with Java and REST APIs, and delivering highly available contact center solutions.

You will collaborate closely with business analysts, solution architects, QA teams, infrastructure teams, and contact center operations to develop scalable, secure, and reliable IVR applications that enhance the customer experience.

Key Responsibilities

Design, develop, and maintain DTMF-based IVR applications using Cisco Customer Voice Portal (CVP).
Develop IVR call flows using Cisco Call Studio and VXML Server.
Create and enhance CVP Custom Elements using Java.
Deploy and maintain IVR applications on Apache Tomcat.
Develop Java services to support IVR functionality and customer self-service capabilities.
Integrate IVR applications with backend enterprise systems using REST APIs, OAuth2, and XML Web Services.
Connect IVR solutions with MS SQL Server databases for customer and transactional data retrieval.
Enable secure data sharing between IVR applications and the Agent Desktop.
Integrate Cisco CVP with Cisco UCCE/ICM, including routing scripts, DNIS, CTI variables, skill group queuing, and Cisco Finesse Agent Desktop.
Participate in application testing, deployment, troubleshooting, production support, and continuous improvement initiatives.
Collaborate with cross-functional teams throughout the software development lifecycle.
Ensure solutions meet security, scalability, reliability, and performance requirements.

Required Qualifications

4+ years of hands-on experience developing DTMF IVR applications using Cisco CVP.
Strong experience with:
- Cisco Call Studio
- Cisco CVP
- VXML Server
- CVP Custom Elements (Java)
- Apache Tomcat
Strong Java development experience.
Experience integrating backend systems using:
- REST APIs
- OAuth2
- XML Web Services
Experience working with MS SQL Server.
Experience developing customer self-service IVR solutions.
Hands-on experience sharing data between IVR applications and Agent Desktop.
Experience integrating Cisco CVP applications with Cisco UCCE/ICM, including:
- Routing Scripts
- DNIS
- Skill Group Queuing
- CTI Variables
- Cisco Finesse Agent Desktop
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication and collaboration skills.

Preferred Qualifications

Experience with AWS Amazon Connect.
Experience using Cyara for IVR testing and validation.
Experience working in banking, financial services, or enterprise contact center environments.
Familiarity with Agile/Scrum methodologies.
Knowledge of CI/CD practices and modern software development workflows.

Technical Skills

Programming: Java
IVR Technologies: Cisco CVP, Cisco Call Studio, VXML Server, CVP Custom Elements
Contact Center: Cisco UCCE/ICM, Cisco Finesse, DNIS, CTI Variables, Skill Group Queuing
Integration: REST APIs, OAuth2, XML Web Services
Databases: MS SQL Server
Application Server: Apache Tomcat
Cloud: AWS Amazon Connect (preferred)
Testing: Cyara (preferred)

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