Please note that this is a contract role to provide services to Sun Life Financial (“Sun Life”) as an employee of Allegis Global Solutions (AGS). If you are selected for this role, you will be employed by AGS and will not be an employee of Sun Life.

Sun Life recognizes the unique talent which contingent workers bring to its organization. As an employee of AGS, you will have access to opportunities to provide services to Sun Life and contribute to Sun Life’s Purpose of helping Clients achieve lifetime financial security and live healthier lives. Sun Life’s values shape how we work: caring, authentic, bold, inspiring, and impactful.

As a contingent worker at Sun Life, you’ll work alongside passionate colleagues and empowering leaders who will support your growth and celebrate your contributions. Bring your unique expertise to an innovative, flexible, and collaborative organization, where you’ll drive meaningful change.

Job Summary

Sun Life is seeking a highly skilled Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team — a group 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 Sun Life's communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services. Working closely with business stakeholders, architects, engineers, and operational teams, you will 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.

Responsibilities

- 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
- 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

Skills

- Strong analytical and problem-solving skills with a focus on operational excellence and continuous improvement
- Self-driven and capable of managing competing priorities independently
- Strong collaboration and stakeholder management skills with the ability to translate business needs into technical solutions
- Practical knowledge of Microsoft Teams Phone, including call queues, auto attendants, user telephony provisioning, troubleshooting, and migration support
- Working knowledge of Amazon Connect administration and support
- Experience working with toll-free numbers, local/DID numbers, and enterprise telephony concepts and call routing
- Understanding of AI and GenAI capabilities with a demonstrated interest in using AI tools to improve productivity and efficiency
- Forward-thinking approach toward innovation, automation, and continuous learning in cloud and telephony technologies
- Experience gathering requirements from business stakeholders and producing solid technical documentation
- Ability to design and engineer telephony solutions within Microsoft Teams, including evaluating and implementing new Teams Phone capabilities
- Familiarity with DevOps practices and cloud automation is an asset
- Exposure to AWS AI and Machine Learning services is an asset
- Experience with Terraform, Jenkins, Bitbucket, Ansible, CI/CD pipelines, and Infrastructure as Code (IaC) is an asset
- Advanced Amazon Connect development experience, including AWS Lambda, Python, and Connect integrations, is an asset

Experience

- 2+ years of hands-on experience supporting Microsoft Teams Telephony, enterprise telephony platforms, and AWS services including Amazon Connect
- 3–5 years of experience designing, developing, or supporting cloud-based technology solutions
- Experience supporting telephony modernization and migration projects is strongly preferred
- Candidates with both operational support experience and project delivery experience will be viewed most favorably

Qualifications

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




- Reliability Clearance is required for this role
- A Tier 2 background check is required prior to obtaining privileged system access

This is a rare opportunity to join a high-impact team at one of Canada's leading financial services organizations, where you will be at the forefront of enterprise telephony modernization and AI-driven innovation. You will have the chance to shape the future of Sun Life's communication infrastructure, work alongside talented engineers and architects, and make a meaningful difference in the experience of both employees and clients — all within a collaborative, forward-thinking culture that values continuous learning and growth.

Additional Details:

- Location: 2255 Sheppard Ave E Suite A135 North York Ontario M2J 4Y1 or 227 King St S, Kitchener, ON N2G 1P2
- Duration: 6 months
- Pay Range*: $55- $60 CAD Per Hour
- Weekly Schedule: 37.5 hours
- Job Status: Non-Exempt
- Application Deadline: 08/31/2026

This role is eligible for the following benefits:

- Medical, dental & vision
- RRSP Plan – Sun Life Financial
- Life Insurance (Company paid Basic Life and AD&D; as well as voluntary Life & AD&D; for the employee and dependents)
- Company paid short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Employee Assistance Program
- Time Off/Leave(PTO, Allegis Group Paid Family Leave, Parental Leave

Benefits are subject to change and may be subject to specific elections, plan, or program terms.

Existing Vacancy: This posting is for an available position.

AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you require a reasonable accommodation related to the application or interview process due to a disability, please email [email protected]. This inbox is monitored solely for accommodation requests. For questions about open roles or to apply, please submit your application through the job posting, as this inbox is not monitored by recruiters and applications sent here will not be reviewed.

Please note that we may use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us.

*We reserve the right to pay above or below the posted wage based on factors unrelated to protected classifications.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

📌 Operational Engineer (Toronto)
🏢 Sun Life
📍 Toronto