Duration: 6 months- potentially extended

Number of Positions: 2

Site/Location: North York, ON M2J 4Y1 or Kitchener, ON N2G 1P2 — Primarily remote; onsite approximately once a month, with occasional travel to North York or Waterloo as needed.

Interview Process

Format

- One interview
- In-person

Daily Work Hours: Flexible within standard business hours:

- 8:00 AM - 4:00 PM
- 8:30 AM - 4:30 PM
- 9:00 AM - 5:00 PM

Seniority Level (Senior vs. Intermediate/Junior): This is a hands-on engineering role requiring a blend of operational support, solution engineering, modernization, and stakeholder engagement. The ideal candidate can independently support and enhance telephony solutions while contributing to larger transformation initiatives.

Seeking a highly skilled Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team. This team is responsible for the design, delivery, operational support, and continuous improvement of enterprise telephony and contact centre platforms.

As a technical contributor with an AI-forward mindset, you will play a key role in modernizing and supporting communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services. You will work closely with business stakeholders, architects, engineers, and operational teams to design scalable solutions, drive innovation, and enhance the employee and client experience through cloud and AI-enabled technologies.

This role combines solution design, operational excellence, and strategic technology modernization within a highly regulated financial services environment.

What will you do?

- Partner with business teams to plan, prioritize, and execute migration initiatives supporting the modernization of Financial Centres onto Microsoft Teams Telephony.
- Collaborate with business stakeholders, business systems analysts, architects, and technology partners to gather requirements, refine solutions, and develop innovative telephony and AI-enabled capabilities.
- Help to support scalable, secure, and supportable cloud-based solutions that align with enterprise architecture, security, and governance standards.
- Develop High-Level Designs (HLDs), detailed technical designs, and implementation approaches for telephony and cloud infrastructure solutions.




- Support and enhance Amazon Connect and associated AWS services from an operational perspective, ensuring platform reliability, resilience, and performance.
- Participate in Agile delivery teams and contribute to DevOps practices, including continuous integration, continuous deployment, infrastructure automation, and platform monitoring.
- Identify opportunities to leverage artificial intelligence, automation, and cloud-native services to improve operational efficiency and client experience.
- Provide subject matter expertise and mentoring to operations teams, promoting knowledge sharing through technical coaching and documentation.
- Create and maintain operational procedures, knowledge articles, standards, and support documentation.
- Continuously evaluate emerging technologies, industry trends, and AI capabilities to identify opportunities for innovation and process improvement.
- Participate in incident response, change management, and operational support activities to maintain service stability and availability.

Must-Have Requirements

Technical Skills

1. 2+ years of hands-on experience supporting Microsoft Teams Telephony, Enterprise telephony platforms, and AWS services, preferably Amazon Connect
2. Experience working with Toll-free numbers, Local/DID numbers, and Enterprise telephony concepts and call routing
3. Practical knowledge of Microsoft Teams Phone, including:

- Call queues
- Auto attendants
- User telephony provisioning
- Telephony troubleshooting
- Supporting telephony migrations

1. Working knowledge of Amazon Connect administration and support.
2. 3-5 years of experience designing, developing, or supporting cloud-based technology solutions.

Core Competencies

- Strong analytical and problem-solving skills.
- Focus on operational excellence and continuous improvement.
- Self-driven and capable of managing competing priorities.
- Solid collaboration and stakeholder management skills.
- Ability to work independently and investigate new technologies or business requests.
- Commitment to continuous learning in cloud, AI,



and telephony technologies.

AI Mindset

- Understanding of AI and GenAI capabilities.
- Demonstrated interest in using AI tools to improve productivity and efficiency.
- Forward-thinking approach toward innovation and automation.

Business Analysis Skills

- Experience gathering requirements from business stakeholders.
- Ability to translate business needs into technical solutions.
- Robust documentation and communication skills.

Solution Engineering

- Ability to design and engineer telephony solutions within Microsoft Teams.
- Experience evaluating and implementing new Teams Phone capabilities and enhancements.

Nice-to-Have Requirements:

1. Advanced Amazon Connect Development

- Experience architecting Amazon Connect solutions.
- Development experience using:
- AWS Lambda
- Python
- Amazon Connect integrations and automation

1. Cloud, DevOps & Automation: Terraform, Jenkins, Bitbucket, Ansible, CI/CD pipelines, Infrastructure as Code (IaC), and Cloud automation practices
2. 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 candidate is an enthusiastic and collaborative team player with strong Microsoft Teams Phone experience and practical Amazon Connect knowledge. They are comfortable balancing operational support and project delivery while working closely with business stakeholders and technical partners.

Top performers in this role will demonstrate:

- A strong team-first mentality.
- High energy and a positive attitude.
- Initiative and a willingness to take ownership.
- Strong problem-solving and investigation skills.
- Curiosity and a passion for learning.
- A commitment to continuous improvement.
- The ability to confidently support and enhance enterprise telephony solutions.

What the Team Will Assess

- Microsoft Teams Phone experience
- Amazon Connect knowledge
- Telephony modernization and migration experience
- Cloud technology experience
- Analytical and problem-solving skills
- Stakeholder management and collaboration
- Initiative, enthusiasm, and team fit
- Ability to learn and adapt in a rapidly evolving environment

📌 Telephony Operational Engineer (Greater Toronto Area)
🏢 Raise
📍 Greater Toronto Area