Operational Engineer - Contact Centre Infrastructure

Job Description

Operational Engineer - Contact Centre Infrastructure:
On behalf of our Banking client, Procom is searching for an Operational Engineer - Contact Centre Infrastructure for a 6-month contract role. This position is remote with occasional onsite presence at our client’s office in Toronto, Ontario, Canada.

Operational Engineer - Contact Centre Infrastructure - Job Description:
Our client is seeking a highly skilled Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team. This role focuses on modernizing and supporting our client's communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services, with an emphasis on cloud and AI-enabled technologies.

Operational Engineer - Contact Centre Infrastructure - Responsibilities:
• Partner with business teams to plan, prioritize, and execute migration initiatives for Microsoft Teams Telephony.
• Collaborate with stakeholders to gather requirements and develop telephony and AI-enabled capabilities.
• Support scalable, secure cloud-based solutions aligning with enterprise standards.
• Develop High-Level Designs and technical designs for telephony and cloud infrastructure.
• Enhance Amazon Connect and associated AWS services for operational reliability.
• Participate in Agile delivery teams and contribute to DevOps practices.
• Identify opportunities to leverage AI and automation for operational efficiency.
• Provide subject matter expertise and mentoring to operations teams.
• Create and maintain operational procedures and support documentation.
• Participate in incident response and operational support activities.

Operational Engineer - Contact Centre Infrastructure - Mandatory Skills:
• 2+ years of experience with Microsoft Teams Telephony and AWS services, preferably Amazon Connect.
• Experience with Toll-free numbers, Local/DID numbers, and call routing.
• Practical knowledge of Microsoft Teams Phone features.
• Working knowledge of Amazon Connect administration.
• 3-5 years of experience with cloud-based technology solutions.
• Strong analytical and problem-solving skills.
• Commitment to continuous learning in cloud, AI, and telephony technologies.

Operational Engineer - Contact Centre Infrastructure – Nice-to-Have Skills:
• Advanced Amazon Connect Development.
• Experience architecting Amazon Connect solutions.
• Development experience with AWS Lambda, Python, and Amazon Connect integrations.
• Experience with Terraform, Jenkins, and CI/CD pipelines.
• Exposure to AWS AI and Machine Learning services.

Operational Engineer - Contact Centre Infrastructure – Assignment Length:
This is a 6-month contract to start.

Operational Engineer - Contact Centre Infrastructure - Start Date:
ASAP.

Operational Engineer - Contact Centre Infrastructure - Assignment Location:
Toronto, Ontario, Canada. This position is primarily remote with occasional onsite presence.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.