Senior IVR Developer

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada

Job Description

Posted Tuesday, August 11, 2026 at 4:00 AM

Senior IVR Developer

Position Summary

We are seeking a Senior IVR Developer to join our Contact Centre and Customer Assistance team. This role will develop, enhance and support DTMF and conversational voice applications as part of a large enterprise transformation program.

The Senior IVR Developer will work closely with solution architects, technical leads, application owners, business partners and design teams to build reliable, reusable and scalable customer-service solutions. This position includes both development and production support responsibilities.

Key Responsibilities

- Design, develop and support DTMF and conversational IVR applications aligned with business requirements and enterprise architecture standards.

- Build and maintain IVR applications using Cisco CVP, Cisco Call Studio and VXML.

- Develop custom Java elements and integrate IVR applications with backend systems.

- Perform unit, component and systems testing.

- Integrate IVR applications with UCCE and ICM routing scripts.

- Configure DNIS routing, skill-group queues, CTI variables and Finesse integrations.

- Develop integrations using REST APIs, OAuth2, XML web services and Microsoft SQL Server.

- Provide effort estimates for projects, enhancements and technical initiatives.

- Identify and resolve issues affecting application integrity, performance and availability.

- Support applications through testing, deployment and post-production maintenance.

- Troubleshoot complex production issues and complete root-cause analysis.

- Participate in peer code reviews and ensure code meets quality and development standards.

- Create reusable components and ensure technical designs trace back to business requirements.

- Collaborate directly with business, design, architecture and technology teams.

- Maintain technical documentation, support procedures and implementation records.

- Participate in support coverage for highly available applications operating 24 hours a day, 7 days a week.

- Stay current with emerging contact-centre, cloud and conversational AI technologies.

Required Qualifications

- Undergraduate degree, technical diploma or equivalent professional experience.

- Minimum four years of hands‑on experience developing DTMF IVR applications using Cisco CVP.

- Strong experience with Cisco Call Studio, CVP VXML Server and Call Studio GUI.

- Experience deploying and supporting applications using Apache Tomcat.

- Experience integrating applications with HTTP REST APIs, OAuth2, XML web services and SQL Server.

- Working knowledge of UCCE and ICM routing.

- Experience with DNIS, skill‑group queues, CTI variables and Finesse Agent Desktop.

- Experience supporting complex, business‑critical applications in a production environment.

- Strong troubleshooting, root‑cause analysis and remediation skills.

- Experience working within Agile and traditional SDLC environments.

- Familiarity with Jira, Confluence and Cyara.

- Strong written and verbal communication skills.

- Ability to work independently and collaboratively within a technical team.

Preferred Qualifications

- Experience analysing speech interactions and tuning natural‑language understanding models.

- Knowledge of AWS, Microsoft Azure or Google Cloud Platform.

- Experience working within a large financial institution or another regulated enterprise environment.

- Graduate degree or relevant technical certifications.

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada

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