Software Engineer - IVR Lead
Toyota North America4 days ago
Plano, TX, USAStaff+
Responsibilities
- Architect and optimize scalable IVR solutions using enterprise telephony, contact center platforms, and cloud-native technologies.
- Lead real-time integrations between IVR platforms and Salesforce to deliver personalized self-service experiences.
- Own critical IVR components, improving performance, reliability, maintainability, and production support.
- Partner with architects, operations teams, vendors, and business stakeholders to align call flows with customer and business priorities.
- Provide technical leadership through code and design reviews and mentor engineering talent.
- Design solutions that protect customer and payment-related data and meet 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 as an SME, principal engineer, or architect with IVR and contact center platforms.
- 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.
- Preferred qualifications include an advanced degree, additional IVR or enterprise integration experience, AI voice bot or conversational AI experience, cloud IVR modernization, outbound campaign optimization, omnichannel platforms, customer engagement analytics, and regulated-industry experience.
Benefits
- Professional growth and development programs, tuition reimbursement, and a Plano, Texas work location.
- Team Member Vehicle Purchase Discount and Toyota Team Member Lease Vehicle Program when applicable.
- Comprehensive health care and wellness plans for the employee's family.
- Toyota 401(k) Savings Plan with company match and an annual retirement contribution when applicable.
- Paid holidays, paid time off, family referral services, and tax-advantaged accounts.
- Relocation assistance when applicable.
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About Toyota North America
At Toyota, we’re known for making some of the highest quality vehicles on the road. But there is more to our story. We believe in putting people first and creating opportunities for our team members to build careers as unique as they are. As one of the world’s most admired brands, we are leading the way to the future of mobility, so everyone can move freely, happily and comfortably. We have big dreams and believe that nothing is impossible. Ready to Dream, Do and Grow with us?