IVR Developer - Contact Centre Technology Specialist

IVR Developer – Contact Centre Location: Toronto, ON Work Model: Hybrid – 4 Days Onsite Experience: 10+ Years Role Overview We are seeking an experienced IVR Developer / Contact Centre Technology Specialist with 10+ years of experience across enterprise contact centre environments and at least 5 years of hands-on experience with Amazon Connect. The ideal candidate will have strong expertise in IVR, telephony, CTI, call routing, VoIP, SIP, contact centre infrastructure, and large-scale technology integrations. Key Responsibilities Design, develop, configure, integrate, deploy, and support Amazon Connect contact centre solutions.Develop and maintain IVR call flows, routing strategies, queues, prompts, contact flows, and CTI integrations.Design and implement contact centre solutions involving telephony, call recording, reporting, Workforce Management (WFM), IPT, and routing technologies.Participate in the planning and development of large-scale contact centre infrastructure, including architecture, integration, deployment, upgrades, and migration activities.Integrate Amazon Connect with enterprise applications, CRM platforms, APIs, databases, and other contact centre technologies.Configure and troubleshoot call routing, SIP, VoIP, MPLS, network connectivity, and telephony integrations.Collaborate with network, infrastructure, application, security, and business teams to deliver reliable contact centre solutions.Analyze contact centre performance, identify technical issues, and implement solutions to improve reliability and customer experience.Support production deployments, upgrades, incident resolution, root-cause analysis, and ongoing operational improvements.Develop technical documentation, solution designs, integration specifications, and implementation procedures.Ensure solutions follow enterprise architecture, security, availability, and compliance standards.Mandatory Requirements 10+ years of experience in Contact Centre / Telephony technology, working across multiple technologies and enterprise environments.Strong experience with Amazon Connect, with 5+ years of hands-on experience.3+ years of experience planning and developing large-scale contact centre infrastructure, including design, integration, deployment, upgrades, and migration.Strong expertise in IVR, CTI, telephony, call routing, call recording, reporting, IPT, and WFM technologies.Strong networking knowledge across:Routing and SwitchingVoIPSIPMPLSNetwork connectivity and troubleshootingExperience with contact centre integrations and enterprise application interfaces.Strong troubleshooting, analytical, communication, and stakeholder-management skills.Experience working in large, complex enterprise environments.Preferred Skills Experience with Amazon Connect Contact Flows, Contact Lens, routing profiles, queues, and integrations.Experience with AWS services and cloud-based contact centre architectures.Knowledge of CRM/contact centre integrations and API-based solutions.Experience with contact centre migration, modernization, and cloud transformation initiatives.Experience with monitoring, reporting, analytics, and workforce optimization platforms.Familiarity with security, high availability, disaster recovery, and enterprise infrastructure standards.Core Keywords Amazon Connect | IVR | Contact Centre | Telephony | CTI | Call Routing | Call Recording | IPT | WFM | VoIP | SIP | MPLS | Routing | Switching | Contact Flows | AWS | API Integration | Contact Centre Infrastructure | Enterprise Telephony