Software Engineer - IVR Lead
About The Position
Toyota Financial Services (TFS) is looking for a passionate and highly motivated Software Engineer, Lead. The primary responsibility of this role is to serve as a principal technical SME for inbound and outbound IVR capabilities, helping shape the direction of customer voice automation and contact center solutions across the enterprise. You will partner closely with enterprise architects, engineering teams, and business stakeholders to navigate ambiguity and drive complex integrations in a fast-moving Agile environment. The person in this role will support the TFS technology transformation journey, contributing to our vision of mobility for all by enabling freedom of movement for everyone through best-in-class customer experiences. In this role, you will be the technical heartbeat of our voice automation strategy, turning complex requirements into scalable, high-performance systems that directly impact our customers. Success means you have successfully modernized our IVR architecture, mentored the next generation of engineering talent, and ensured our platforms are resilient, secure, and ready for the future of mobility.
Requirements
- A bachelor’s degree that provides a strong foundation 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 technical expertise as a SME, principal engineer, or architect with hands-on experience in platforms such as Genesys, Cisco, Avaya, NICE, Five9, Nuance, Amazon Connect, or Twilio.
- Strong command of telephony protocols and call center architecture, including ACD, CTI, SIP, VoIP, DNIS, ANI, DTMF, and speech recognition.
- Proven ability to integrate IVR systems with CRM, authentication, payment, and backend enterprise systems.
- Experience with modern development practices, including 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 in solution design.
Nice To Haves
- An advanced degree that deepens your expertise in software engineering, contact center technology, or a related discipline.
- Additional years of experience that strengthen your leadership in IVR, telephony, or enterprise integration work.
- Experience with AI voice bots and conversational AI to accelerate intelligent routing capabilities.
- Experience modernizing legacy IVR platforms into cloud-based contact center architectures.
- Exposure to outbound campaign optimization, callback strategies, and customer engagement analytics.
- Familiarity with omnichannel platforms and digital self-service journeys.
- Experience in regulated industries such as banking, insurance, healthcare, telecommunications, or utilities.
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 to create personalized, intelligent self-service experiences.
- Own critical IVR components, improving performance, reliability, and long-term maintainability while serving as the technical escalation point for complex production issues.
- Partner with enterprise architects, operations teams, and vendors to align call flow solutions with business priorities and customer experience goals.
- Provide technical leadership through code and design reviews, helping raise engineering standards across the team.
- Secure customer and payment-related data by designing solutions that meet enterprise security and regulatory requirements.
Benefits
- A work environment built on teamwork, flexibility, and respect
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Team Member Vehicle Purchase Discount
- Toyota Team Member Lease Vehicle Program (if applicable)
- Comprehensive health care and wellness plans for your entire family
- Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute (if applicable)
- Paid holidays and paid time off
- Referral services related to prenatal services, adoption, childcare, schools and more
- Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
- Relocation assistance (if applicable)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
