Software Engineer II – Call routing programming
| Company | TD Bank |
|---|---|
| Location | Toronto, ON, Canada, London, ON, Canada |
| Salary | $76800 – $115200 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
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).
- In-depth knowledge of Cisco Customer Voice Portal (CVP).
- In-depth knowledge of Cisco Unified Communications Manager (CUCM).
- In-depth knowledge of Cisco Intelligent Call Manager (ICM) scripting.
- Experience 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).
- 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.
Responsibilities
- Provide domain-specific detailed design guidance and thought leadership.
- Develop infrastructure design and costing for business and IT initiatives.
- Provide subject matter expertise for strategy and standards development.
- Operate in the Next Evolution of Work (NEW) which is focused on agile methodology.
- Develop, 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 improvements.
Preferred Qualifications
- 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).
- 5 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 involvement.
- Cisco contact centre-related education or certification (ideal).