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Job Description & How to Apply Below
Location: Waterloo
Our client, is seeking an innovative, highly technical Operational Engineer to join their Contact Centre Infrastructure Operations (CCIO) team.
In this multi-faceted technical role, you will play a key part in modernizing and supporting the organization’s enterprise communication infrastructure, focusing heavily on Microsoft Teams Telephony and Amazon Connect Contact Centre Services. Combining solution design, operational support, and an AI-forward mindset, you will partner with business stakeholders, systems analysts, architects, and engineering teams to plan and execute telephony migrations for regional Financial Centres.
You will author High-Level Designs (HLDs), troubleshoot complex call flows, optimize cloud infrastructure, and leverage automation and GenAI capabilities to elevate operational efficiency and user experience within a regulated financial environment.
Duration: 6-Month Contract (with high potential for extension)
Work Arrangement:
Primarily Remote
Advantages
High-Impact Modernization Scope:
Directly drive the enterprise transformation and migration of regional financial centers onto cloud-native Microsoft Teams Telephony and Amazon Connect platforms.
Primarily Remote Autonomy:
Enjoy the flexibility of working remotely while collaborating with a high-energy, supportive technology engineering team.
AI-Forward
Innovation: Actively explore and integrate Generative AI tools, automation utilities, and modern AWS cloud services to optimize telephony workflows.
Enterprise Financial Sandbox:
Gain valuable technical experience supporting scalable, highly secure telephony infrastructure within a top-tier financial enterprise.
Responsibilities
Telephony Engineering & Migration Execution
Teams Telephony Modernization:
Partner with business stakeholders and technology partners to plan, prioritize, and execute telephony migrations transitioning Financial Centres to Microsoft Teams Phone.
Solution Architecture & Design:
Develop High-Level Designs (HLDs), detailed technical specifications, and implementation plans for cloud telephony and contact center infrastructure.
Voice Configuration & Provisioning:
Provision, configure, and support Microsoft Teams Phone components including Call Queues, Auto Attendants, Direct Inward Dialing (DID), Toll-Free routing, and user profiles.
Contact Center Operations & AI Automation
Amazon Connect Administration:
Support and enhance Amazon Connect contact center platforms and related AWS cloud services from an operational perspective to ensure continuous resilience and performance.
Business Analysis & Requirements:
Gather functional requirements from business stakeholders, translating operational needs into robust, supportable technical solutions.
Agile Dev Ops & Automation:
Participate in Agile delivery teams and contribute to CI/CD, infrastructure automation, operational monitoring, and knowledge base documentation.
Incident & Change Management:
Conduct troubleshooting, root-cause analysis, and incident response to maintain platform stability, availability, and regulatory compliance.
Qualifications
Telephony & Cloud
Experience:
2+ years of hands-on experience supporting Microsoft Teams Telephony, enterprise telephony platforms, and AWS cloud services (specifically Amazon Connect).
Cloud Solution Design: 3 to 5 years of experience designing, configuring, developing, or supporting cloud-based infrastructure and voice technology solutions.
Voice & Routing Mastery:
Practical experience managing Local/DID numbers, Toll-Free routing, enterprise call logic, Auto Attendants, Call Queues, and user telephony provisioning.
AI & Innovation Mindset:
Strong understanding of AI/GenAI capabilities with a forward-thinking approach toward productivity automation and continuous improvement.
Business Requirements & Documentation:
Demonstrated ability to gather business needs, draft clear technical HLDs/SOPs, and translate business logic into executable technical designs.
Education:
Bachelor’s degree in Computer Science, Information Technology, Engineering, or an equivalent combination of education and relevant industry experience.
Soft Skills:
Outstanding analytical problem-solving abilities; self-driven attitude with strong stakeholder management, collaboration, and verbal/written communication skills.
Preferred Assets & Nice-to-Haves
Advanced Amazon Connect development experience utilizing AWS Lambda and Python.
Familiarity with Cloud Automation and Infrastructure as Code (IaC) tooling (Terraform, Ansible, Jenkins, Bitbucket, CI/CD pipelines).
Exposure to AWS AI and Machine Learning services.
Summary
If you are a tech-savvy Operational Engineer who pairs hands-on expertise in Microsoft Teams Phone and Amazon Connect with a passion for cloud automation, voice migration, and AI innovation, this 6-month contract is an outstanding opportunity. Bring your telephony design skills, problem-solving mindset, and collaborative energy to our client's infrastructure team today!
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