Software Engineer - IVR Lead
Toyota USA9 days ago
Plano, TX, USAStaff+
Responsibilities
- Architect and optimize scalable inbound and outbound IVR solutions using enterprise telephony, contact center platforms, and cloud-native technologies.
- Lead real-time API integrations between IVR platforms and Salesforce for personalized self-service experiences.
- Own IVR components and improve their performance, reliability, and maintainability.
- Serve as the technical escalation point for complex production issues.
- Partner with enterprise architects, operations teams, vendors, and business stakeholders on call-flow solutions and customer experience goals.
- Provide technical leadership through code and design reviews and mentor engineering talent.
- Design solutions that secure customer and payment-related data and meet enterprise security and regulatory requirements.
Requirements
- Bachelor’s degree in engineering, computer science, information systems, or a related field.
- 10+ years of experience in contact center, telephony, IVR, or enterprise software engineering in mission-critical, high-volume environments.
- Deep hands-on expertise with IVR and contact center platforms such as Genesys, Cisco, Avaya, NICE, Five9, Nuance, Amazon Connect, or Twilio.
- Strong knowledge of telephony protocols and call center architecture, including ACD, CTI, SIP, VoIP, DNIS, ANI, DTMF, and speech recognition.
- Experience integrating IVR systems with CRM, authentication, payment, and backend enterprise systems.
- Experience with APIs, web services, middleware, event-driven patterns, and CI/CD.
- Experience applying PCI, PII, HIPAA, GDPR, or SOC 2 security and compliance controls.
- An advanced degree, additional relevant experience, AI voice bot or conversational AI experience, cloud-based IVR modernization experience, outbound campaign or customer engagement analytics experience, omnichannel platform familiarity, and regulated-industry experience are preferred.
Benefits
- Team-oriented, flexible, and respectful work environment.
- Professional growth and development programs and tuition reimbursement.
- Team Member Vehicle Purchase Discount and, if applicable, Toyota Team Member Lease Vehicle Program.
- Comprehensive health care and wellness plans for the employee’s family.
- Toyota 401(k) Savings Plan with company match and, if applicable, an annual retirement contribution.
- Paid holidays and paid time off.
- Referral services for prenatal services, adoption, childcare, schools, and more.
- Tax-advantaged accounts including HSA, Health Care FSA, and Dependent Care FSA.
- Relocation assistance if applicable.
- Position is based in Plano, Texas.
Categories
About Toyota USA
Toyota USA (Toyota Motor North America) manufactures and sells Toyota cars, trucks, and SUVs for U.S. customers, and provides financing and mobility services. Founded in 1957 and headquartered in Plano, Texas, it oversees North American operations and plants that build models like the Camry and Tundra, and is expanding battery and EV production in Kentucky and North Carolina.