Sr. IVR Developer
TD
Toronto, ON, CA
1d ago

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think TD if you crave meaningful work and embrace change like we do.

We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story : jobs.td.com

Department Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think TD if you crave meaningful work and embrace change like we do.

We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story : jobs.td.com

Department Overview

Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organizations across all lines of business at TD, in Canada and in the US.

As TD is planning the design and deployment of the next wave of technologies advancements in this field, the organization is looking for exceptional professionals to join the new program team that will lead this technology and business transformation.

You will be working within a high-profile initiative, dealing with a range of technologies and experts, solution architects, voice and data engineers, developers, testers and application specialists from the bank and our partners

Job Description

As a member of the Business Shared Services Technology (BSST) team, Sr. IVR Developer will develop and support multiple IVRs to meet the overall goal of the business and program.

This role will be part of a large transformational program team that will enable many lines of business in the enterprise.

It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities.

  • This is a both Developer and a Support role.
  • Build / Develop / Support IVRs (Integrated Voice Response) and perform unit / component test aligned to business needs and in accordance with technology architecture standards
  • In conjunction with the Solution Architect, assist the Application Owner, Development Manager and Application Manager by providing effort estimates for new projects and initiatives
  • Develop, implement, support and improve solutions / processes that maximize system availability, efficiency / effectiveness and minimize / prevent problems / issues
  • Identify and address any issue that affects the integrity of the application (e.g. cross-capability / release issues)
  • Collaborate and interact directly with design, business and technology partners. Covers technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance
  • Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding
  • Continuously enhance knowledge / expertise in own area and keep current with leading-edge technologies, emerging trends / developments and grow knowledge of the business, applications, infrastructure, analytical tools and techniques
  • Performs complex to difficult technical tasks independently and resolves highly complex and multifaceted development related problems
  • Ensure design leverages existing reusable components, traces back to business requirements, and that new modules are designed with reusability in mind
  • Works as the senior developer and coaches / guides team members within area of expertise
  • Requirements

  • Undergraduate Degree or Technical Certificate (Graduate degree preferred)
  • 4+ years of experience in IVR application development in Telephony platforms (Contact Center) e.g. Genesys and Cisco
  • Relevant technologies include but are not limited to : GVP (Genesys Voice Portal Inbound / Outbound / Routing), Genesys Designer 8+, Genesys Cloud, Genesys PureEngage, Cisco Voice Portal, Voice Identification, Google CCAI (DialogFlow), RESTful APIs, Webservices, VXML etc.
  • In depth understanding of AWS, Google Cloud and Microsoft Azure.
  • High comfort level in leading the build / support of highly complex and / or comprehensive applications / systems
  • In depth knowledge of Speech Recognition, Text-to-Speech applications, PBX integration, ACD, Skill Routing and CTI for Agent desktop
  • Familiarity with tools like JIRA, Cyara and Confluence
  • Banking / financial industry experience
  • Strength in identifying root causes and implementing targeted and controlled remediation plans
  • Working experience with MS SQL Server, MySQL, Oracle
  • Knowhow of Java / J2EE Application development is a plus
  • Strong verbal and written communication skills are essential
  • Self-motivated team player with high energy and ability to work independently as well as within a team
  • Hands-on experience with various SDLC including waterfall, agile and extreme methodologies
  • Experience working within a large-scale Enterprise environment
  • Additional Information

    At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

    We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

    If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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