Software Engineer II; Call routing programmer
Job in
Toronto, Ontario, M5A, Canada
Listing for:
The Toronto-Dominion Bank (Canada)
Full Time
position
Listed on 2026-02-16
Job specializations:
-
IT/Tech
Systems Engineer, IT Specialist
Job Description & How to Apply Below
Position: Software Engineer II (Call routing programmer)
Description
:
Reporting to the Senior IT Manager, the successful candidate will help define and develop the Bank’s North American contact centre infrastructure vision for a more-integrated, secure, global, and high performance future. Specifically, he/she will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps spread across several sites in Canada and the US.
Success in this role will be determined by the successful candidate’s ability to work closely with peers in engineering, delivery and operations, collaborate with the business technology group, and navigate the process of a large organization.
Job Accountabilities:
Operate in the Next Evolution of Work (NEW) which is focused on agile methodologyDevelop, customize, and maintain Cisco ICM scripting for advanced call routing and queuing strategies.Design and implement call flows in Cisco CVP/ICM environments based on business requirements.Configure and maintain Cisco Unified Communications Manager (CUCM) settings.Integrate Cisco call routing solutions with third-party applications such as CRM systems, workforce management tools, and databases.Diagnose and resolve issues related to call routing, voice quality, and system performance.Monitor and analyze call flows to identify and address bottlenecks or inefficiencies.Work closely with business stakeholders to gather and understand call flow requirements.Collaborate with contact center operations teams to implement routing strategies that enhance customer experience.Provide technical support and expertise to IT and operational teams.Optimize call routing configurations to improve efficiency and reduce call handling times.Ensure compliance with SLAs and regulatory standards related to telecommunications.Stay updated with the latest Cisco Unified Communications technologies and recommend improvementsJob Requirements:
Proven experience as a Cisco Call Routing Developer or similar role in Unified Communications.
In-depth knowledge of:Cisco Unified Contact Center Enterprise (UCCE)Cisco Customer Voice Portal (CVP)Cisco Unified Communications Manager (CUCM)Cisco Intelligent Call Manager (ICM) scriptingExperience with voice gateways, SIP trunking, and VoIP technologies.Familiarity with integration of third-party tools (e.g., Salesforce, Genesys, NICE, or similar platforms).Strong understanding of IVR (Interactive Voice Response) systems and VXML programming.Knowledge of networking protocols (SIP, RTP, TCP/IP).Skills, Experience and
Education:
Work well in both an independent and team context (e.g. consensus, etc.),Analyze information, organize, manage competing priorities, solve problems, and communicate/present clearly (both verbal and written),Understand a high-level vision, think about it in strategic terms, and translate that into practical, tactical steps/actions,Develop and grow excellent working relationships with colleagues.5 yrs. experience with Cisco Unified communications products (Cisco Unified Communications Manager, SIP Trunking, CUSP, ASR and ISR Unified Border Elements, Unity Connection, Cisco Emergency Responder)SRST, E911, PS ALI5 yrs. experience with Cisco Contact Center Enterprise (UCCE), Customer Voice Portal (CVP), and Cisco Unified Communications Manager (CUCM),5 yrs. in the contact centre domain with a variety of technologies and contexts (e.g. call recording, routing, reporting, IVR, CTI, IPT, etc.),Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal),5 yr. in strategy and/or planning and/or development of large contact centre infrastructure including with design, integration, deployment, and upgrading,3 yrs. Architecture/design involvementTechnical diploma or bachelor degree in Computer Science, andCisco contact centre-related education or certification (ideal).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…
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