Vous êtes aussi unique que votre parcours, votre expérience et votre point de vue. Ici, vous serez encouragé, habilité et défié à être à votre meilleur. Vous travaillerez avec des collègues dynamiques – des experts dans leurs domaines – qui sont désireux de partager leurs connaissances avec vous.

Vos leaders vous inspireront et vous aideront à atteindre votre potentiel et à vous envoler vers de nouveaux horizons. Chaque jour, vous aurez de nouvelles et passionnantes occasions de rendre la vie plus brillante pour nos Clients – qui sont au cœur de tout ce que nous faisons.

Chez Sun Life, nous sommes guidés par notre Raison d'être : aider nos Clients à réaliser la sécurité financière à vie et à vivre une vie plus saine. Nos valeurs façonnent notre façon de travailler : bienveillance, authenticité, audace, inspiration et impact.

Quand vous vous joignez à Sun Life, vous travaillez avec des collègues passionnés et des leaders habilitants qui soutiennent votre croissance et célèbrent vos contributions, afin que vous puissiez faire une différence significative dans la vie de nos Clients.

Découvrez comment vous pouvez faire une différence dans la vie des personnes, des familles et des communautés du monde entier.

Description de poste:

Sun Life is seeking a highly skilled Senior 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 senior 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 . 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.

What you will need to succeed:

- Bachelor’s degree in computer science, Engineering, Information Technology, or equivalent combination of education and relevant industry experience.
- 3-5 years of experience designing, delivering, and supporting cloud-based technology solutions.
- 2+ years of hands-on experience supporting AWS services and enterprise telephony platforms, preferably Amazon Connect and/or Microsoft Teams Telephony.
- Experience developing and supporting AWS Lambda solutions using Python.
- Demonstrated understanding of cloud architecture principles and AWS service capabilities.
- Experience working within regulated environments where security, privacy, compliance, and risk management are critical considerations.
- Knowledge of ITIL practices, including incident, problem, and change management processes.
- Experience working within Agile delivery frameworks and collaborating with distributed or remote teams.
- Experience managing and supporting AWS environments and cloud infrastructure.
- Experience with DevOps practices and tools such as Terraform, Jenkins, Bitbucket, Ansible, and CI/CD pipelines. Demonstrated AI mindset, including curiosity, experimentation, and practical application of AI and automation technologies to solve business problems.

Preferred Skills:

- Strong verbal and written communication skills with the ability to present technical concepts to both technical and non-technical audiences.
- Experience designing, implementing, or supporting AI-enabled solutions within cloud environments.
- Strong analytical and problem-solving skills with a focus on operational excellence and continuous improvement.
- Knowledge of contemporary contact centre architectures, customer experience platforms, and telephony technologies.
- Experience with AWS AI and machine learning services such as Amazon Lex, SageMaker, Comprehend, Bedrock, or related technologies.
- Proven ability to identify opportunities for automation and leverage emerging technologies to improve business outcomes.
- Self-driven and adaptable, with the ability to manage competing priorities in a fast-paced and evolving environment.
- Strong collaboration and relationship-building skills with the ability to influence through technical expertise.



Commitment to continuous learning and staying current on cloud, AI, automation, and telephony industry trends.

What’s in it for you:

- We’re honoured to be recognized as a 2026 Best Workplaces in Canada by Great Place to Work® Canada.
- We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work® , for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
- Wellness programs that support the three pillars of your health – mental, physical, and financial
- The opportunity to move along a variety of career paths with amazing networking potential. As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

This role requires Reliability Status Clearance. In addition to a law enforcement inquiry and a credit check, as part of your application, the Government of Canada will ask if you lived or travelled outside of Canada for 6-consecutive months during the last 5 years, and you must account for all activities during this time. Important: Obtaining Reliability Status Clearance within a reasonable amount of time is a condition required to start employment for this role at Sun Life. Must be able to satisfactorily complete applicable background checks prior to the start date and during employment, in accordance with Sun Life’s policies and practices.

L'étendue du salaire de base s'applique au lieu principal pour lequel l'emploi est affiché. Elle peut varier en fonction du lieu de travail du candidat retenu ou d'autres facteurs. En plus du salaire de base, les employés admissibles de Sun Life participent à divers régimes d'encouragement dont le paiement est discrétionnaire et assujetti au rendement individuel et à celui de l'entreprise.

Certains rôles axés sur les ventes comportent des régimes d'encouragement à la vente basés sur les résultats des ventes individuelles ou de groupe.

La diversité et l'inclusion ont toujours été au cœur de nos valeurs chez Sun Life. Une main-d'œuvre diversifiée avec des perspectives variées et des idées créatives profite à nos Clients, aux communautés où nous opérons et à nous tous comme collègues. Nous accueillons les demandes de personnes qualifiées de tous les milieux.

Les personnes handicapées qui ont besoin d'accommodements dans le processus de demande ou celles qui ont besoin d'offres d'emploi dans un format différent peuvent envoyer une demande par courriel à [email protected] .

Nous sommes fiers d'être une organisation hybride qui offre à nos employés le choix et la flexibilité de travailler à la fois au bureau et virtuellement en fonction des besoins de l'entreprise, de nos Clients et de vous.

Nous pouvons utiliser l'intelligence artificielle pour soutenir la recherche de candidats, le filtrage et la planification des entrevues.

Nous remercions tous les candidats d'avoir manifesté de l'intérêt pour ce poste. Seuls les candidats sélectionnés pour une entrevue seront contactés.

Échelle salariale :

100,000/100 000 - 143,000/143 000

Catégorie d'emploi :

Services technologiques - TI

Fin de l'affichage :

29/10/2026

📌 Senior Operational Engineer (Waterloo)
🏢 Sun Life
📍 Waterloo