IVR Developer – Contact Centre

Location: Toronto, ON

Work Model: Hybrid – 4 Days Onsite

Experience: 10+ Years

Role Overview

We are seeking an experienced IVR Developer / Contact Centre Technology Specialist with 10+ years of experience across enterprise contact centre environments and at least 5 years of hands-on experience with Amazon Connect. The ideal candidate will have strong expertise in IVR, telephony, CTI, call routing, VoIP, SIP, contact centre infrastructure, and large-scale technology integrations.

Key Responsibilities

- Design, develop, configure, integrate, deploy, and support Amazon Connect contact centre solutions.
- Develop and maintain IVR call flows, routing strategies, queues, prompts, contact flows, and CTI integrations.
- Design and implement contact centre solutions involving telephony, call recording, reporting, Workforce Management (WFM), IPT, and routing technologies.
- Participate in the planning and development of large-scale contact centre infrastructure, including architecture, integration, deployment, upgrades, and migration activities.
- Integrate Amazon Connect with enterprise applications, CRM platforms, APIs, databases, and other contact centre technologies.
- Configure and troubleshoot call routing, SIP, VoIP, MPLS, network connectivity, and telephony integrations.
- Collaborate with network, infrastructure, application, security, and business teams to deliver reliable contact centre solutions.
- Analyze contact centre performance, identify technical issues, and implement solutions to improve reliability and customer experience.
- Support production deployments, upgrades, incident resolution, root-cause analysis, and ongoing operational improvements.
- Develop technical documentation, solution designs, integration specifications,



and implementation procedures.
- Ensure solutions follow enterprise architecture, security, availability, and compliance standards.

Mandatory Requirements

- 10+ years of experience in Contact Centre / Telephony technology, working across multiple technologies and enterprise environments.
- Strong experience with Amazon Connect, with 5+ years of hands-on experience.
- 3+ years of experience planning and developing large-scale contact centre infrastructure, including design, integration, deployment, upgrades, and migration.
- Strong expertise in IVR, CTI, telephony, call routing, call recording, reporting, IPT, and WFM technologies.
- Solid networking knowledge across:
- Routing and Switching
- VoIP
- SIP
- MPLS
- Network connectivity and troubleshooting
- Experience with contact centre integrations and enterprise application interfaces.
- Strong troubleshooting, analytical, communication, and stakeholder-management skills.
- Experience working in large, complex enterprise environments.

Preferred Skills

- Experience with Amazon Connect Contact Flows, Contact Lens, routing profiles, queues, and integrations.
- Experience with AWS services and cloud-based contact centre architectures.
- Knowledge of CRM/contact centre integrations and API-based solutions.
- Experience with contact centre migration, modernization, and cloud transformation initiatives.
- Experience with monitoring, reporting, analytics, and workforce optimization platforms.
- Familiarity with security, high availability, disaster recovery, and enterprise infrastructure standards.

Core Keywords Amazon Connect | IVR | Contact Centre | Telephony | CTI | Call Routing | Call Recording | IPT | WFM | VoIP | SIP | MPLS | Routing | Switching | Contact Flows | AWS | API Integration | Contact Centre Infrastructure | Enterprise Telephony

📌 IVR Developer – Contact Centre / Toronto, ON (Hybrid) - FTE
🏢 AceStack
📍 Toronto