Work Location: Toronto, Ontario, CanadaHours: 37.5Line of Business: Technology SolutionsPay Details: $81,600 - $115,200 CADTD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.Job DescriptionAs a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.ResponsibilitiesTroubleshoot and resolve complex technical issues related to Amazon ConnectCloudWatch skills, NLU/IVR scripting and flow logic, Skills-based routing Integration with other AWS services (e.G., S3, Lambda)Develop and maintain a deep understanding of Amazon Connect architecture and componentsContact Control Panel (CCP) and agent workspaceCloud-based contact center infrastructure and scalabilityReal-time analytics and reporting using Amazon Connect's built-in metricsCollaborate with internal teams (e.G., Development, Operations, Network, Vendors) to identify and escal technical issues that require further investigation.Lead in training sessions and knowledge sharing activities to enhance skills and expertise.Define/Update Operations & Support ProcessesOnboard any new request/infrastructure to supportHighly organized and able to multitask in a fast paced, dynamic environment.Appropriately escalates issues and decisions to others when needed.Strong communication skills, both verbal and written,



are essential to interact with support groups.Strong team player and self-motivated.Ability to work on call rotation.Requirements5+ years of experience in contact center operations or technical support, with a focus on cloud-based solutions (e.G., Amazon Connect).Solid understanding of Amazon Connect features and functionality, including IVR, Skills, and integration with AWS services.In-depth knowledge of computer systems, networks, and software applications.Excellent communication, problem-solving, and analytical skills.Ability to work in a fast-paced workplace with multiple priorities and deadlines.Nice-to-HavesExperience with Amazon Web Services (AWS) and its various services (e.G., S3, Lambda, API Gateway).Knowledge of programming languages such as Java, Python, or Node.Js.Familiarity with agile methodologies and Scrum framework.Cisco Contact Center (WebexCCE, UCCE, Call Manager, SIP)Who We AreTD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.Our Total Rewards PackageOur Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs,



paid time off, banking benefits and discounts, career development, and reward and recognition programs.Additional InformationWe're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.Colleague DevelopmentIf you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.Training & OnboardingWe will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.Interview ProcessWe'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.AccommodationYour accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.Language Requirement (Quebec only)Maîtrise d'une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.

📌 Senior Contact Center Support Specialist (Amazon Connect) (Toronto)
🏢 TD
📍 Toronto