Job Title: Operational Engineer
Location: North York Ontario/ Kitchener, ON (hybrid)
Job type: Contract
Duration: 6 months(potential of extension)
Rate: CAD60-CAD65/hr
Job Overview
We are seeking a highly skilled Operational Engineer to join our Contact Centre Infrastructure Operations team. This team is responsible for the design, implementation, operational support, and continuous improvement of enterprise telephony and contact centre platforms.
As a key technical contributor with an AI-forward mindset, you will play an important role in modernizing and supporting enterprise communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services. You will collaborate with business stakeholders, architects, engineers, and operational teams to design scalable solutions, drive innovation, and enhance employee and customer experiences through cloud and AI-enabled technologies.
This role blends solution design, operational excellence, cloud technologies, and strategic modernization initiatives within a highly regulated enterprise environment.
Key Responsibilities
- Partner with business teams to plan, prioritize, and execute telephony modernization and migration initiatives.
- Collaborate with business stakeholders, business analysts, architects, and technology teams to gather requirements and develop innovative communication solutions.
- Design and support scalable, secure, and supportable cloud-based solutions aligned with enterprise architecture and governance standards.
- Create High-Level Designs (HLDs), detailed technical designs, and implementation strategies for telephony and cloud infrastructure solutions.
- Support and maintain Amazon Connect and associated AWS services, ensuring platform reliability, resilience, and performance.
- Contribute to Agile delivery teams and DevOps practices, including CI/CD, infrastructure automation, platform monitoring, and continuous improvement.
- Identify opportunities to leverage AI, automation, and cloud-native services to improve operational efficiency and user experience.
- Provide technical leadership and mentorship to operational teams through coaching, documentation, and knowledge sharing.
- Develop and maintain operational procedures, technical standards, knowledge articles, and support documentation.
- Evaluate emerging technologies and industry trends to recommend innovative solutions and process improvements.
- Participate in incident management, change management, and operational support activities to ensure platform stability and availability.
Required Qualifications
Technical Skills
- 2+ years of hands-on experience supporting:
- Microsoft Teams Telephony
- Enterprise telephony platforms
- AWS services
- Amazon Connect
- Experience working with:
- Toll-free numbers
- DID (Direct Inward Dialing) numbers
- Enterprise telephony concepts
- Call routing technologies
- Strong knowledge of Microsoft Teams Phone, including:
- Call Queues
- Auto Attendants
- User telephony provisioning
- Telephony troubleshooting
- Telephony migration initiatives
- Working knowledge of Amazon Connect administration and support.
- 3-5 years of experience designing, implementing, or supporting cloud-based technology solutions.
Core Competencies
- Strong analytical and problem-solving abilities.
- Focus on operational excellence and continuous improvement.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent stakeholder management and collaboration skills.
- Self-motivated with the ability to work independently.
- Strong commitment to learning new cloud, AI, and telephony technologies.
AI & Innovation Mindset
- Understanding of AI and Generative AI technologies.
- Experience or demonstrated interest in leveraging AI tools to improve productivity and operational efficiency.
- Passion for innovation, automation, and emerging technologies.
Business Analysis & Communication
- Experience gathering and documenting business requirements.
- Ability to translate business needs into scalable technical solutions.
- Strong written and verbal communication skills.
- Experience producing technical documentation and solution designs.
Solution Engineering
- Ability to design and implement Microsoft Teams telephony solutions.
- Experience evaluating and deploying new Teams Phone features and capabilities.
- Strong understanding of enterprise communication technologies and integrations.
Preferred Qualifications
Amazon Connect Development
- Experience designing and architecting Amazon Connect solutions.
- Development experience with:
- AWS Lambda
- Python
- Amazon Connect integrations and automation
Cloud, DevOps & Automation
Experience with:
- Terraform
- Jenkins
- Bitbucket
- Ansible
- CI/CD Pipelines
- Infrastructure as Code (IaC)
- Cloud Automation Frameworks
AI & Machine Learning
- Exposure to AWS AI and Machine Learning services.
- Understanding of AI-driven automation and intelligent customer engagement solutions.
Education
Bachelor’s degree in computer science, Engineering, Information Technology, or a related discipline. Equivalent industry experience will also be considered.
