Software Engineer - IVR Lead
Toyota USA1 month ago
Plano, TX, USAStaff+
Responsibilities
- Architect and optimize scalable IVR solutions using enterprise telephony, contact center platforms, and cloud-native technologies.
- Lead real-time API integrations between IVR platforms and Salesforce.
- Own critical 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.
- 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 security and compliance controls such as PCI, PII, HIPAA, GDPR, or SOC 2.
- An advanced degree, additional IVR or enterprise integration experience, AI voice bot or conversational AI experience, and cloud-based IVR modernization experience are preferred.
- Experience with outbound campaign optimization, callback strategies, customer engagement analytics, omnichannel platforms, digital self-service journeys, or regulated industries is advantageous.
Benefits
- Professional growth and development programs, including tuition reimbursement.
- Team Member Vehicle Purchase Discount.
- Toyota Team Member Lease Vehicle Program, if applicable.
- Comprehensive health care and wellness plans.
- Toyota 401(k) Savings Plan with company match and an annual retirement contribution.
- Paid holidays and paid time off.
- Referral services for prenatal services, adoption, childcare, schools, and more.
- Tax-advantaged Health Savings Account, Health Care FSA, and Dependent Care FSA accounts.
- The position is based in Plano, Texas.