Sr. IVR Developer

time left to apply End Date: January 13, 2025 (17 days left to apply)

job requisition id R_1373098

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Technology Solutions

Pay Details: $110,600 - $153,900 CAD. The pay details posted reflect a temporary market premium specific to this role that is reassessed annually. TD is committed to providing fair and equitable compensation opportunities to all colleagues.

Job Description:

Department Overview

Customer and Colleague assistance 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.

Role Overview:

As a member of the C&CA team, the Sr. IVR Developer will develop and support DTMF and Voice BOTs to meet the overall goal of the business and program. This role is 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).

• This role covers both Development and Support.
• Build / Develop / Support DTMF and Conversational IVRs (Integrated Voice Response) BOTs and perform unit/component tests 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.
• 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 covering 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.
• Perform complex to difficult technical tasks independently and resolve 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:

• Undergraduate Degree or Technical Certificate (Graduate degree preferred).
• 4+ years of experience in DTMF IVR application development in CVP (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 Voice BOT development (Google Dialogflow, Microsoft etc.) is nice to have.
• Experience in analysis of speech, speech repair and fine-tuning of NLU 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, especially agile.
• Experience working within a large-scale Financial Enterprise environment.

Inclusiveness:

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

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

Our Total Rewards Package:
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals.

Additional Information:
We’re delighted that you’re considering building a career with TD.

Colleague Development:
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed.

Training & Onboarding:
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process:
We’ll reach out to candidates of interest to schedule an interview.

Accommodation:
Your accessibility is important to us. Please let us know if you’d like accommodations to help us remove barriers so that you can participate throughout the interview process.