IVR Consultant

Role: IVR Consultant Location: Toronto, ON Canada (5 days WFO) FTE CAD - 52 - 57/hr We are seeking an experienced IVR Consultant to lead the design, enhancement, and optimization of Interactive Voice Response (IVR) and Contact Center solutions. The ideal candidate will possess strong expertise in call flow design, routing strategies, customer self-service channels, and contact center technologies. The candidate will collaborate with business stakeholders, product owners, architects, and technology teams to deliver scalable, customer-centric IVR solutions that improve customer experience, increase call containment, and optimize operational efficiency. Experience with TD Contact Center environments is highly desirable. 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.

Lead the design and optimization of IVR and Contact Center solutions to improve customer experience and operational efficiency. Collaborate with stakeholders to translate business requirements into scalable call flows and routing strategies.

Requires an experienced IVR Consultant with strong Java skills and expertise in call flow design and NLU/NLP functionality. Experience with TD Contact Center environments is highly desirable.

• JavaSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• IVR Design
• Call Flow Optimization
• Contact Center Technology
• Java
• Routing Strategies
• NLU/NLP
• Speech Recognition
• Agile Methodology
• API Integration
• CRM Integration
• UAT Support
• Business Requirement Analysis

• Consulting
• Technology
• Software
• Customer Service & Support
• Engineering

Expérience minimale

5+ ans

Postuler avant le

5 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level

Mode de candidature

La candidature directe est offerte