Cisco IVR Developer

6 days ago


Toronto Ontario, Ontario, Canada Epsilon Solutions Ltd. Full time

Role: IVR Developer (Cisco)

Location : Toronto, ON (Hybrid)

Term: Fulltime



  • This role covers both Development and Support.
  • Build / Develop / Support DTMF 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 Technical Delivery Lead 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)
  • 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


Requirements

  • 4+ years of experience in DTMF IVR application development (Contact Center)
  • Relevant technologies include but are not limited to:
  • Cisco Call Studio / Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat, etc.
  • Java development with client backend integrations (HTTP REST APIs, oAuth2, XML Web Services, MS SQL Server)
  • Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS ,Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop)
  • Experience in Analysis of speech, speech repair and fine tuning of NLU and developing NLU IVR is a plus
  • Understanding of AWS, Google Cloud and Microsoft Azure.
  • High comfort level in leading the build / support (7/24/365) of highly complex and/or comprehensive applications/systems
  • Familiarity with tools like JIRA, Cyara and Confluence
  • Strength in identifying root causes and implementing targeted and controlled remediation plans
  • 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 Financial Enterprise environment



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