IVR Developer (Toronto, Canada)

Key Responsibilities

• Act as the Subject Matter Expert (SME) for IVR and Contact Center solutions, with strong Java
• Gather and analyze business requirements and translate them into IVR and routing solutions.
• Design, document, and optimize call flows, customer journeys, routing strategies, and self-service capabilities.
• Collaborate with business and technology teams to enhance customer experience across voice and digital channels.
• Support implementation and migration initiatives related to Contact Center platforms.
• Define IVR menus, prompts, speech recognition, NLU/NLP functionality, and routing logic.
• Conduct impact assessments and solution recommendations for new business initiatives.
• Participate in Agile ceremonies including sprint planning, backlog grooming, story refinement, and UAT support.
• Support system integration initiatives involving CRM, APIs, databases, and contact center platforms.

Assist testing teams with test scenarios, defect triage, and production validation