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GB
Woodlands Summer Student
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- Full-time
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UM
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The Engineering Tech provides technical support to engineers and production workers to ensure timely completion of project design(s).
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- Full-time
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- Full-time
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Design Aérostructure / Airframe Design
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…the Burnaby plant, quality control, maintenance, shipping, engineering, employee and union relations, health and safety, capital equipment planning, cost reduction initiatives, and…
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Mechanical Engineer
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Associate Faculty - Welding
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E
Scientist II
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Heavy Equipment Technician
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Student Intern, Buying and Planning Data Analytics
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…cannabis facilities and being an important piece of operations and manufacturing practices to produce top-quality Cannabis consumable…
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CNC Machine Operator - Precision Equipment
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Added 15 mins ago
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Founding Electrical Engineer
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Toronto, ON · Greater Toronto Area, Canada
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…member with equity, you’ll set how Mapleview does electrical engineering and share in what we…
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Supply Chain Manager
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Toronto, ON · Greater Toronto Area, Canada
- Full-time
…strategy and execution while partnering closely with operations, engineering, quality, finance, and customer-facing teams. This is an opportunity to influence business performance, improve…
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CS
Maintenance Manager
CQ Search Group Ltd.
Oshawa, ON · Greater Oshawa Metropolitan Area
- $125,000 to $140,000 CAD / year
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Our client, a manufacturing operation in the Greater Oshawa Area, is seeking a Maintenance Manager to lead its maintenance and reliability function in a unionized environment. You will be…

HCLTech

Contact Center Consultant

Toronto, ON, Canada

$100,000 to $115,000 CAD / year · Full-time

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Job details

Pay: $100,000 to $115,000 CAD / year
Job type: Full-time
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

About the Company

HCLTech is a global technology company that helps enterprises modernize their businesses through digital transformation, cloud, engineering, cybersecurity, artificial intelligence, software, and IT infrastructure services. Headquartered in India, HCLTech serves organizations across industries such as financial services, manufacturing, healthcare, telecommunications, retail, technology, and automotive.

About the Role

We are primarily looking for a resource with a combination of Contact Center/Amazon Connect technical and AWS DevOps capabilities.

Work location - 3 days per week work from office Toronto, ON, Canada

Annual compensation - CAD

Responsibilities

Key Responsibilities

Contact Center

Lead the design, development, implementation, and support of enterprise Contact Center solutions.
Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.
Provide technical leadership for voice, chat, email, messaging, and task-based customer interactions.
Design integrations between the contact center platform and CRM, APIs, authentication systems, databases, payment platforms, and other enterprise applications.
Drive improvements across customer experience, self-service containment, agent productivity, and operational efficiency.
Troubleshoot complex issues related to IVR, routing, telephony, integrations, agent experience, call failures, disconnects, and customer journeys.
Lead technical design reviews and ensure solutions meet security, scalability, resiliency, availability, and performance requirements.
Establish reusable development standards, technical governance, and engineering best practices.
Coordinate with architecture, development, QA, operations, security, network, telecom, and business teams for successful delivery.
Provide technical ownership for production issues, root cause analysis, problem management, and preventive improvements.

Amazon Connect

Lead the design, development, configuration, and support of Amazon Connect contact center solutions.
Design and review Contact Flows, Queues, Routing Profiles, Hours of Operation, Quick Connects, Security Profiles, Prompts, and agent configurations.
Provide technical guidance for integration with AWS Lambda, Amazon Lex, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SNS/SQS, API Gateway, and Step Functions as applicable.
Lead solution design and technical reviews for new contact center features and enhancements.
Troubleshoot complex IVR, routing, integration, call-flow, and production issues.
Drive engineering standards, reusable components, code reviews, and technical governance.
Coordinate with developers, QA, architects, security teams, and business stakeholders for successful releases.

AWS DevOps

Own and manage CI/CD pipelines for Amazon Connect and supporting AWS services.
Develop and maintain Terraform-based Infrastructure as Code (IaC) for repeatable environment provisioning and deployment.
Automate deployment of Amazon Connect configurations and AWS resources across DEV, QA/UAT, and PROD environments.
Manage source control, branching strategy, pull requests, build pipelines, release pipelines, and configuration management.
Develop scripts and automation using Python, Bash, AWS CLI, and AWS SDKs where required.
Perform deployment readiness checks, production deployments, post-implementation validation, and rollback activities.
Maintain deployment runbooks, implementation plans, rollback plans, release checklists, and operational documentation.
Troubleshoot failed Terraform deployments, CI/CD pipeline failures, configuration drift, IAM/access issues, and environment-specific problems.

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More about this job

Responsibilities

Lead the design, implementation, integration, and support of enterprise contact center solutions, including Amazon Connect features and customer interaction channels. Own AWS DevOps delivery, including Terraform-based infrastructure, CI/CD pipelines, deployments, production troubleshooting, and engineering standards.

Requirements

The role calls for a combination of contact center and Amazon Connect technical expertise with AWS DevOps capabilities. It requires experience designing and supporting contact center workflows and integrations, as well as managing infrastructure as code, deployment automation, and production releases.

Skills

Contact Center Design
Amazon Connect
IVR
Call Routing
AWS DevOps
Terraform
CI/CD Pipelines
Infrastructure as Code
AWS Lambda
Python
Bash
AWS CLI
AWS SDKs
System Integration
Production Troubleshooting
Technical Leadership

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Amazon Connect
IVR
Call Routing
Skills-Based Routing
Contact Flows
AWS DevOps
Terraform
Infrastructure as Code
CI/CD
AWS Lambda
Amazon Lex
DynamoDB
Amazon S3
Amazon CloudWatch
Amazon Kinesis
Amazon EventBridge
Amazon SNS
Amazon SQS
Amazon API Gateway
AWS Step Functions
Python
Bash
AWS CLI
AWS SDKs
CRM Integration
Telephony
Configuration Management
Root Cause Analysis
Production Deployment

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