Software Engineer III - IVR

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$125,500 - $154,000 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. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Job Description

As a member of the C&CA team, 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) and will lead the organization in adopting increasingly advanced capabilities.

• This role covers both Development and Support.
• Build / Develop / Support DTMF and Conversational IVRs (Integrated Voice Response) BOTs 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
• 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. Covers 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
• 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

• Undergraduate Degree or Technical Certificate (Graduate degree preferred)
• 6+ 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 is a plus.
• 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, specially agile
• Experience working within a large-scale Financial Enterprise environment

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet