Sr. IVR Developer

at  TD Bank

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

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)
• 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, 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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

• 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 min