IVR Developer

Job Overview

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.

• Cover both Development and Support.
• Build, develop, and support DTMF and conversational IVR (Integrated Voice Response) BOTs and perform unit/component testing aligned to business needs and architectural standards.
• Identify and address any issue that affects application integrity (e.g., cross‑capability or release issues).
• Collaborate and interact directly with design, business and technology partners, covering technical planning, integration, systems analysis, design, development, unit and component 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 review peer coding.
• Continuously enhance knowledge and keep current with leading‑edge technologies, emerging trends and developments, and grow knowledge of the business, applications, infrastructure, analytical tools and techniques.
• Perform complex, difficult technical tasks independently and resolve 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.

• 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 skill group, 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 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, especially agile.
• Experience working within a large‑scale financial enterprise environment.
• Mandatory skill:
  Interactive Voice Response development.

Estimated range: CAD 77,000 – 120,000.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process. Wipro provides equal opportunities to all and values diversity.