Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

For additional information, visit us at www.wipro.com.

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 robust 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 new 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.

Mandatory Skills: Interactive Voice Response (IVR) and Contact Center .

Experience: 5-8 Years .

The expected compensation for this role ranges from CAD 60/hr to CAD 70/hr .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

📌 IVR Consultant (Toronto)
🏢 Wipro
📍 Toronto