Position: Operational Engineer – Contact Centre Infrastructure Operations

Duration: Contract assignment

Client Location: North York or Waterloo, Ontario (In-person interview; work location to be confirmed)

Engagement Model: Professional Services Engagement – B2B (Incorporated Entities Only)

About the Engagement

Akkodis is seeking the services of an experienced Operational Engineer consultant to support Contact Centre Infrastructure Operations initiatives within a leading Canadian financial institution.

The engagement focuses on the administration, operational support, continuous improvement, and modernization of enterprise telephony and contact centre platforms. The successful consultant will work with Microsoft Teams Phone, Amazon Connect, Unified Messaging Management (UMM), and related cloud and telephony technologies.

This role is well suited to a junior to intermediate-level technical professional with strong telephony experience who can balance day-to-day administration and operational support with hands-on development and build activities. Senior-level candidates with strong development and technical capabilities may also be considered.

Services to be Provided

- Support the administration and operational activities for enterprise telephony and contact centre platforms.
- Support Microsoft Teams Phone and Microsoft Teams Telephony environments, including call queues, auto attendants, user telephony provisioning, troubleshooting, and telephony migrations.
- Provide operational support for Amazon Connect and associated AWS services.
- Support toll-free numbers, local/DID numbers, call routing, and enterprise telephony requirements.
- Collaborate with business stakeholders, business systems analysts, architects, technology partners, and operations teams to gather requirements and develop technical solutions.
- Contribute to the design and implementation of scalable, secure, and supportable telephony and cloud-based solutions.
- Develop high-level designs, detailed technical designs, and implementation approaches for telephony and cloud infrastructure solutions.
- Contribute to hands-on development, configuration, automation, and platform build activities.
- Participate in Agile delivery and DevOps practices, including CI/CD, infrastructure automation, monitoring, and continuous improvement.
- Participate in incident response, change management, troubleshooting, and operational support activities.




- Create and maintain operational procedures, knowledge articles, standards, and technical documentation.
- Identify opportunities to use automation, artificial intelligence, and cloud-native technologies to improve operational efficiency and user/client experience.
- Provide technical knowledge sharing and support to operations teams.

Expertise Required

- 2+ years of hands-on experience supporting Microsoft Teams Phone/Telephony , enterprise telephony platforms, and AWS services, preferably Amazon Connect.
- Solid practical telephony experience, including toll-free numbers, local/DID numbers, call routing, and enterprise telephony concepts.
- Practical experience with Microsoft Teams Phone , including:
- Call queues
- Auto attendants
- User telephony provisioning
- Telephony troubleshooting
- Telephony migrations
- Working knowledge of Amazon Connect administration and operational support .
- Experience with UMM (Unified Messaging Management) .
- 3–5 years of experience designing, developing, building, or supporting cloud-based technology solutions.
- Experience providing administration and operational support while contributing to technical development/build activities.
- Strong analytical, troubleshooting, and problem-solving skills.
- Strong communication, documentation, collaboration, and stakeholder-management skills.
- Ability to manage competing priorities independently and investigate new technologies or business requirements.

Advanced Amazon Connect Development

- Experience architecting Amazon Connect solutions.
- Hands-on development experience using:
- AWS Lambda
- Python
- Amazon Connect integrations
- Amazon Connect automation

Core Technical Skills

- Microsoft Teams Phone / Teams Telephony
- Amazon Connect
- UMM / Unified Messaging Management
- Enterprise telephony
- Call routing
- Toll-free and local/DID numbers
- AWS services
- Cloud-based technology solutions
- Telephony administration and operational support
- Technical design and solution engineering
- Troubleshooting and incident management
- Development/build and automation

AI Mindset




- Understanding of AI and GenAI capabilities.
- Demonstrated interest in using AI tools to improve productivity and operational efficiency.
- Forward-thinking approach toward innovation, automation, and cloud-enabled solutions.
- Interest in emerging AI capabilities applicable to telephony and contact centre environments.

Business Analysis Skills
- Experience gathering and clarifying requirements with business stakeholders.
- Ability to translate business requirements into practical technical and telephony solutions.
- Strong written and verbal communication skills.
- Ability to create and maintain technical and operational documentation.

Solution Engineering
- Ability to design and engineer telephony solutions within Microsoft Teams.
- Experience evaluating and implementing Microsoft Teams Phone capabilities and enhancements.
- Ability to contribute to technical designs and implementation approaches.
- Ability to balance operational requirements with development and modernization initiatives.

Cloud, DevOps & Automation

Experience with:

- Terraform
- Jenkins
- Bitbucket
- Ansible
- CI/CD pipelines
- Infrastructure as Code (IaC)
- Cloud automation practices

AWS AI & Machine Learning
- Exposure to AWS AI and Machine Learning services.

Education Bachelor's degree in Computer Science, Engineering, Information Technology, or an equivalent combination of education and relevant industry experience.

What Success Looks Like The ideal consultant is an enthusiastic and collaborative technical professional with strong Microsoft Teams Phone experience, practical Amazon Connect knowledge, and a solid understanding of enterprise telephony.

Important

This is a business-to-business engagement. Candidates must represent an incorporated entity, hold a valid business number, maintain appropriate insurance, and invoice for services rendered.

How to Apply

Submit your resume in confidence through the Akkodis Canada application process.

Accessibility

At Akkodis, part of The Adecco Group, our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matters. We encourage applications from individuals of all backgrounds and identities. Together, we’re making the future work for everyone.

📌 Operational Engineer (Waterloo)
🏢 Akkodis
📍 Waterloo