Software Engineer II (Call routing programming)

Job Description:

The Contact Centre Technologies Software Engineer II

is responsible for providing design guidance and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost, shared infrastructure, high-availability, flexible, and secure).

Specifically the CCT Solution Engineer will:

• Provide domain-specific detailed design guidance and thought leadership,
• Develop infrastructure design and costing for business and IT initiatives, and Provide subject matter expertise for strategy and standards development.

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.

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.

Qualifications:

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).
• 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.

Experience and Education requirements:

• 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
• Cisco contact centre-related education or certification (ideal).

Hybrid = 3 days a week in the office

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

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. Learn more

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

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):
Maîtrise d'une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français.