Closed listing
Contact Center Engineer (IVR & Amazon Connect)
- ON, Canada
- Ontario, Canada, Canada
Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Full-time
- Closing date
- Posting language
- English
- Posted
Similar jobs hiring now
Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
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
More about this job
Responsibilities
Design, implement, integrate, upgrade, and support large-scale contact center infrastructure and Amazon Connect solutions across voice and digital environments. Troubleshoot complex contact center, voice, network, and integration issues while coordinating with technical and business teams and producing implementation and operational documentation.
Requirements
Requires 10+ years of contact center technology experience, including at least five years of hands-on Amazon Connect experience and three years planning large-scale contact center infrastructure. Candidates should have strong expertise in telephony, IVR, routing, CTI, recording, reporting, workforce management, voice and network technologies, troubleshooting, communication, and documentation.
Skills
- Amazon Connect
- Contact Center Architecture
- Contact Center Infrastructure
- Telephony
- IVR
- Call Routing
- CTI
- Call Recording
- Contact Center Reporting
- Workforce Management
- IP Telephony
- SIP
- VoIP
- MPLS
- Routing and Switching
- Systems Integration
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Engineering
- Customer Service & Support
Keywords
- Amazon Connect
- Contact Center
- CCaaS
- IVR
- Telephony
- Call Routing
- CTI
- Call Recording
- Contact Center Reporting
- Workforce Management
- IP Telephony
- SIP
- VoIP
- MPLS
- Routing
- Switching
- AWS
- Cloud Networking
- CRM Integration
- CTI Integration
- Contact Center Analytics
- Genesys
- NICE
- Avaya
- Cisco
- Enterprise Voice Architecture
- Network Integration
- Infrastructure Planning
- Production Support
- Technical Documentation