Role: IVR Consultant

Location: Toronto, ON Canada (5 days WFO)

FTE

CAD - 52 - 57/hr

We are seeking an experienced IVR Consultant to lead the design, enhancement, and optimization of Interactive Voice Response (IVR) and Contact Center solutions. The ideal candidate will possess strong expertise in call flow design, routing strategies, customer self-service channels, and contact center technologies.

The candidate will collaborate with business stakeholders, product owners, architects, and technology teams to deliver scalable, customer-centric IVR solutions that improve customer experience, increase call containment, and optimize operational efficiency.

Experience with TD Contact Center environments is highly desirable.

Key Responsibilities

- Act as the Subject Matter Expert (SME) for IVR and Contact Center solutions, with strong Java
- Gather and analyze business requirements and translate them into IVR and routing solutions.
- Design, document,



and optimize call flows, customer journeys, routing strategies, and self-service capabilities.
- Collaborate with business and technology teams to enhance customer experience across voice and digital channels.
- Support implementation and migration initiatives related to Contact Center platforms.
- Define IVR menus, prompts, speech recognition, NLU/NLP functionality, and routing logic.
- Conduct impact assessments and solution recommendations for current business initiatives.
- Participate in Agile ceremonies including sprint planning, backlog grooming, story refinement, and UAT support.
- Support system integration initiatives involving CRM, APIs, databases, and contact center platforms.
- Assist testing teams with test scenarios, defect triage, and production validation.

📌 IVR Consultant (Toronto)
🏢 AceStack
📍 Toronto