Software Engineer II (Call routing programmer)

Description

:

Reporting to the Senior IT Manager, the successful candidate will help define and develop the Bank’s North American contact centre infrastructure vision for a more-integrated, secure, global, and high performance future. Specifically, he/she will design solutions that align with an over-arching strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps spread across several sites in Canada and the US.

Success in this role will be determined by the successful candidate’s ability to work closely with peers in engineering, delivery and operations, collaborate with the business technology group, and navigate the process of a large organization.

Job Accountabilities:

• 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

Job 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)
• Cisco Customer Voice Portal (CVP)
• Cisco Unified Communications Manager (CUCM)
• 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).

Skills, Experience and Education:

• 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.
• 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)
• SRST, E911, PS ALI
• 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
• Technical diploma or bachelor degree in Computer Science, and
• Cisco contact centre-related education or certification (ideal).

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet