Job Type: Full Time

Job Category: IT

Job Description

Role: IVR Developer – Contact Centre
Employment: Full Time
Location: Toronto, ON
Work Arrangement: Hybrid – 4 Days/Week

Job Description

We are seeking a Full Time IVR Developer – Contact Centre with extensive contact centre technology experience and strong hands-on expertise in Amazon Connect, IVR, telephony, CTI, routing, and contact centre infrastructure. The ideal candidate will support the design, development, integration, deployment, and modernization of enterprise contact centre environments

Key Responsibilities

• Design, develop, and support IVR and contact centre solutions
• Work with Amazon Connect Contact Centre technology
• Design and implement contact centre infrastructure and integrations
• Support telephony, call recording, call routing, reporting, IVR, CTI, IPT, and WFM technologies
• Plan and execute large contact centre infrastructure deployments and upgrades
• Troubleshoot complex contact centre and telephony issues
• Collaborate with network, infrastructure, application, and business teams
• Support enterprise-scale contact centre architecture and integration initiatives

Required Skills

• 10+ years of contact centre domain experience
• 5+ years of Amazon Connect experience
• 3+ years of planning and developing large contact centre infrastructure
• Strong experience with IVR, CTI, telephony, call routing, and call recording
• Experience with contact centre design, integration, deployment, and upgrades
• Broad networking knowledge including Routing, Switching, VoIP, MPLS, and SIP
• Strong troubleshooting and problem-solving skills
• Experience working with enterprise contact centre environments

Required Skills