Cisco IVR Developer
6 days ago
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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