Position: Contact Center Engineer (IVR & Amazon Connect)
Location: Hybrid- 4days/week Onsite- Toronto, ON
Job type: Full-Time/Permanent Hiring
We are seeking an experienced Senior Amazon Connect Contact Center Engineer with 10+ years of experience across enterprise contact center technologies and at least 5 years of hands-on experience with Amazon Connect. The role will focus on contact center architecture, infrastructure planning, integrations, deployment, upgrades, and operational support across voice and digital contact center environments.
Key Responsibilities
- Design, plan, implement, integrate, deploy, and upgrade large-scale contact center infrastructure.
- Architect and support Amazon Connect contact center solutions across enterprise environments.
- Work with contact center technologies including telephony, call routing, IVR, CTI, call recording, reporting, workforce management (WFM), and IPT.
- Design and troubleshoot voice and network integrations supporting contact center environments.
- Work with SIP, VoIP, MPLS, routing, and switching technologies.
- Integrate Amazon Connect with enterprise applications, telephony platforms, CRM systems, reporting platforms, and other contact center technologies.
- Support contact routing, IVR, call recording, CTI, reporting, and workforce-management capabilities.
- Lead infrastructure planning and technology upgrades while minimizing production impact.
- Troubleshoot complex contact center, voice, network, and integration issues.
- Collaborate with network, infrastructure, application, security, and business teams.
- Develop technical designs, implementation plans, integration documentation, and operational procedures.
Required Skills
- 10+ years of Contact Center / Contact Centre technology experience.
- 5+ years of hands-on Amazon Connect experience.
- 3+ years of experience planning and developing large-scale contact center infrastructure.
- Strong experience with:
- Telephony
- IVR
- Call Routing
- CTI
- Call Recording
- Contact Center Reporting
- WFM
- IPT
- Strong network and voice technology knowledge:
- SIP
- VoIP
- MPLS
- Routing
- Switching
- Experience with contact center architecture, integration, deployment, upgrades, and production support.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and documentation skills.
Preferred Skills
- AWS cloud and networking
- Amazon Connect integrations
- CRM / CTI integrations
- Contact center analytics and reporting
- Workforce Management platforms
- Enterprise voice/network architecture
- Experience with other CCaaS platforms such as Genesys, NICE, Avaya, or Cisco
