Are you passionate about success and want to grow your future with an innovative and growing company with cutting-edge technology? We want to know you!
Working at Connex means being part of a dynamic and professional team of 600 employees in our 14 offices in North America, whose objective is to offer innovative solutions at the cutting edge of technology. Our employees are our ambassadors to our clients and business partners. Their skills, integrity, and accountability are key to our success.
We are looking for an experienced Senior IVR/NLU Developer to join a transformative cloud migration initiative focused on modernizing contact center technologies. This role will lead architectural planning, oversee the integration of Natural Language Understanding (NLU) components, and guide a team of developers through the design, development, and deployment phases. The position is hands-on in leadership—80% focused on team management, architecture review, and solution quality, with 20% focused on coding and implementation.
You will be instrumental in transitioning legacy IVR applications from an on-premises solution to a cloud-based CCaaS platform using Nuance Mix, Genesys Cloud, Java, and Spring Boot, while operating within a Microsoft Azure environment.
Responsibilities
- Leadership & Technical Oversight
- Define and review the architectural vision and ensure alignment with overall project objectives and best practices.
- Lead the integration of Nuance Mix NLU with Genesys Cloud, ensuring smooth transitions and identifying potential roadblocks during planning and execution.
- Guide the development team throughout the full software development lifecycle, with a strong focus on code quality, maintainability, and scalability.
- Perform thorough code reviews for all developers, identify errors, refactor broken logic, and ensure adherence to design standards.
- Serve as the technical point of contact for integration discussions, flow behavior, and backend structure alignment.
- Design & Documentation
- Collaborate with cross-functional teams including IT, product, and business stakeholders to validate solution feasibility and system limitations.
- Participate in early design phases to highlight risks or misalignments in conversational flow capabilities and platform constraints.
- Work with the backend engineering team to define input/output structures and produce detailed Data Access Documents for stakeholder approval.
- Deployment & Support
- Build and deploy voice applications across development, staging, and production environments.
- Provide overnight support for production deployments as needed.
- Act as a technical liaison during QA cycles to address edge cases and clarify expected outcomes in the conversational flow.
- Respond to internal team (Design, QA) and external stakeholder (Business, Product) questions regarding system functionality and IVR behavior post-development.
Desired Skills
- Leadership & Technical Oversight:
- 5+ years of professional experience in IVR/NLU development with a focus on contact center solutions.
- Proven experience with Nuance Mix, Genesys Cloud, and cloud-based NLU integrations.
- Strong backend development skills using Java and Spring Boot.
- Ability to lead code reviews and provide architectural direction to distributed development teams.
- Excellent problem-solving skills and the ability to diagnose complex issues across frontend flows and backend integrations.
- Strong communication skills, especially when interfacing with stakeholders across technical and non-technical functions.
- Nice-to-Have:
- Prior experience with CCaaS migrations or large-scale enterprise telephony transformations. Familiarity with conversational analytics, flow performance tracking, and tuning NLU models for accuracy.
- Knowledge of CI/CD pipelines, automated testing, and voice application deployment best practices.
- Experience mentoring developers or managing cross-functional development teams in an Agile environment.
- Technical Stack & Tools:
- IVR & Conversational Platforms: Nuance Mix, Genesys Cloud
- Languages & Frameworks: Java, Spring Boot
- Cloud & DevOps: Microsoft Azure (knowledge of CI/CD pipelines a plus)
- Tools: Git, JIRA, Confluence
Why Join Connex Telecommunications?
Innovative Excellence at Its Core
Join a dynamic, results-driven team renowned for tackling complex challenges and delivering impactful solutions that drive consistent growth year after year.
Unparalleled Opportunities for Growth
Advance your technical expertise and career with access to leading-edge tools, certification programs, dedicated mentorship, and clear paths for internal advancement.
Shape the Future on Transformative Projects
Collaborate with world-class clients on industry-defining projects, leveraging the latest technologies to deliver tangible, meaningful results.
A Culture of Innovation
Thrive in a forward-thinking, tech-focused environment that values creativity, fosters knowledge sharing, and attending engaging events.
A Purpose-Driven Workplace
Be part of initiatives that prioritize community development, sustainability, and social equity—making your work meaningful beyond the office.
A Truly Inclusive Team
Experience a multicultural workplace built on openness, collaboration, and celebration, with regular team-building activities and recognition for your achievements.
CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities, and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.