Senior IVR Architect

Job Description

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, TN, 'job flexibility benefits' (also known as I-140 or Adjustment of Status portability), etc. now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Who We're Looking For

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.

What You'll Be Doing

• 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.

What You Bring

• 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.

Added Bonus

• 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.