We are looking for a hands-on Google Dialogflow Developer with strong experience in building and optimizing conversational IVR solutions, particularly for voice and telephony use cases.

This role is hybrid and requires you to be at our downtown Toronto and/or Client office a minimum of 3 days per week - subject to change at any time.

Your future duties and responsibilities

• Design, develop, and maintain conversational IVR solutions using Dialogflow CX
• Configure and implement DTMF input handling within Dialogflow CX
• Design and optimize IVR call flows to enhance caller experience
• Build and manage call flow logic, menus, branching, and state management
• Work with telephony systems and understand call events, DTMF tones, and call transfers
• Debug and troubleshoot IVR issues using logs, traces, and conversation history
• Collaborate closely with cross-functional teams including product, engineering, and telecom teams

Required qualifications to be successful in this role

• 5+ years of experience in a relevant role

• Hands-on experience with Google Dialogflow CX, specifically for voice/telephony solutions

• Strong experience with DTMF configuration and IVR systems

• Solid understanding of IVR design principles and customer journey optimization

• Experience with call flow logic, state management, and conversational design

• Familiarity with telephony systems and concepts (DTMF, call routing, transfers, etc.)

• Strong debugging and analytical skills using logs and conversation traces

• Excellent communication skills and ability to work in cross-functional environments

**CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000-$130,000. This role is an existing vacancy.**

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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

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At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

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