Software Engineer - IVR Lead

Toyota North America•Plano, TX

16d•Onsite

About The Position

Toyota Financial Services is seeking a passionate and highly motivated Software Engineer, Lead to serve as a principal technical subject matter expert for inbound and outbound IVR capabilities. The role helps shape enterprise customer voice automation and contact center solutions, partnering with enterprise architects, engineering teams, vendors, and business stakeholders to drive complex integrations in an Agile environment. Based in Plano, Texas, this position supports TFS’s technology transformation and customer experience goals. The engineer will modernize IVR architecture and build scalable, high-performance systems that are resilient, secure, and maintainable. The role also provides technical leadership, mentors engineering talent, and serves as an escalation point for complex production issues.

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 technical expertise as a subject matter expert, 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.
Must have authorization to work in the United States without Toyota immigration support or sponsorship now or in the future.

Nice To Haves

Advanced degree in software engineering, contact center technology, or a related discipline.
Additional years of experience in IVR, telephony, or enterprise integration leadership.
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 enable personalized self-service experiences.
Own critical IVR components and improve their performance, reliability, and long-term maintainability.
Serve 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 and help raise engineering standards across the team.
Design solutions that protect customer and payment-related data and meet enterprise security and regulatory requirements.

Benefits

Professional growth and development programs.
Tuition reimbursement.
Team Member Vehicle Purchase Discount.
Toyota Team Member Lease Vehicle Program, if applicable.
Comprehensive health care and wellness plans for the entire family.
Toyota 401(k) Savings Plan with a company match and an annual retirement contribution, if applicable.
Paid holidays and paid time off.
Referral services related to prenatal services, adoption, childcare, schools, and more.
Tax-advantaged accounts, including Health Savings Account, Health Care FSA, and Dependent Care FSA.
Relocation assistance, if applicable.
A work environment built on teamwork, flexibility, and respect.