Job Title Contact Centre Technologies (CCT) Technology Solutions Lead Key Details Location: Toronto, Ontario, Canada Hours: 37.5 hours per week Line of Business: Technology Solutions Pay Range: $125,500 – $154,000 CAD (annual) Job Description The Contact Centre Technologies (CCT) Technology Solutions Lead is responsible for providing detailed solution design and creating practical technology solutions that meet business needs while adhering to enterprise design guidelines and principles. Responsibilities Provide domain‑specific solution engineering for Contact Center and Voice technologies. Develop solution designs and costing for business and IT initiatives, defining functional and infrastructure designs. Provide subject matter expertise for standards development, making technical recommendations and delivery of proven solutions. Support enterprise‑wide vision for all contact center applications/infrastructure, integrated across 3‑to‑5‑year objectives. Design contact center solutions, particularly self‑service, voice authentication and routing technologies, ensuring alignment with the strategic roadmap for a holistic North American Contact Centre strategy. Build, configure, and maintain Amazon Connect contact flows, routing profiles, queues, and prompts. Develop and optimize call routing strategies (skills‑based routing, priority routing, overflow handling). Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, and external systems (CRM, ticketing platforms). Analyze call metrics and performance data to continuously improve customer experience and operational efficiency. Troubleshoot routing issues, call failures, and system performance problems.



Collaborate with business stakeholders to translate requirements into scalable contact center solutions. Support new lines of business by designing tailored routing solutions and onboarding workflows. Ensure high availability and reliability of contact center operations. Maintain documentation for call flows, routing logic, and system architecture. Participate in testing, deployment, and change management processes. Report to the Senior IT Manager, CCT Solution Engineering. Required Qualifications 10+ years of experience in contact center technologies and call routing. Hands‑on experience with Amazon Connect (contact flows, routing profiles, queues). Strong understanding of call routing logic and customer journey design. Experience with AWS services (Lambda, CloudWatch, S3, DynamoDB, API Gateway). Knowledge of IVR systems, voice technologies, and telephony concepts. Ability to analyze data and generate actionable insights. Strong troubleshooting and problem‑solving skills. Excellent communication and stakeholder management abilities. Preferred Qualifications Experience with Cisco contact center platforms (e.G., UCCE, CVP). Familiarity with Amazon Lex (chatbots/voice bots). Experience integrating CRM systems (Salesforce, Zendesk, etc.). Understanding of scripting languages (Python, JavaScript).



AWS certifications (e.G., AWS Certified Solutions Architect or Developer). Applicant Skills and Experience Ability to write and understand Java code (required). Meticulous, inventive, with excellent documentation skills. Independent and team oriented, collaborative, consensus‑building. Familiar with complex automated systems and project/tool life‑cycle management. Leadership qualities and training/coaching skills. Analytical, organized, managing competing priorities, excellent verbal and written communication. Core Experience Requirements 10 years in the contact centre domain across technologies such as telephony, call recording, routing, reporting, IVR, CTI, IPT, WFM, etc. 5 years experience with Amazon Connect Contact Centre Technology. 3 years in planning and development of large contact centre infrastructure including design, integration, deployment, and upgrading. Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal). Education and Certifications Bachelor’s degree in computer science or engineering. Cisco contact centre‑related education or certification (ideal). Benefits The role offers a competitive salary within the specified range, variable compensation, and a comprehensive benefits package including health and well‑being advantages, retirement savings, paid time off, and professional development opportunities. Equal Opportunity TD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. #J-18808-Ljbffr

📌 Software Engineer Iii (Contact Center Technologies - Amazon Connect) - C$125,500 - C$154,000 A Year (Toronto)
🏢 Amazon
📍 Toronto