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About the Role

Be part of a technology transformation journey focused on modernizing enterprise telephony and contact centre platforms within the insurance sector. Working with Microsoft Teams Telephony, Amazon Connect, cloud technologies, and emerging AI capabilities, you will contribute to the evolution of communication solutions that support employees, clients, and business operations across the organization.

Responsibilities

• Partner with business teams to plan, prioritize, and execute migration initiatives supporting the modernization of Financial Centres onto Microsoft Teams Telephony.
• Collaborate with business stakeholders, business systems analysts, architects, and technology partners to gather requirements, refine solutions, and develop innovative telephony and AI-enabled capabilities.
• Help to support scalable, secure, and supportable cloud-based solutions that align with enterprise architecture, security, and governance standards.
• Develop High-Level Designs (HLDs), detailed technical designs, and implementation approaches for telephony and cloud infrastructure solutions.
• Support and enhance Amazon Connect and associated AWS services from an operational perspective, ensuring platform reliability, resilience, and performance.
• Participate in Agile delivery teams and contribute to DevOps practices, including continuous integration, continuous deployment, infrastructure automation, and platform monitoring.
• Identify opportunities to leverage artificial intelligence, automation, and cloud-native services to improve operational efficiency and client experience.
• Provide subject matter expertise and mentoring to operations teams, promoting knowledge sharing through technical coaching and documentation.
• Create and maintain operational procedures, knowledge articles, standards, and support documentation.
• Continuously evaluate emerging technologies, industry trends, and AI capabilities to identify opportunities for innovation and process improvement.
• Participate in incident response, change management, and operational support activities to maintain service stability and availability.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or an equivalent combination of education and relevant industry experience.
• 2+ years of hands-on experience supporting Microsoft Teams Telephony, enterprise telephony platforms, and AWS services, preferably Amazon Connect.
• Experience working with toll-free numbers, local/DID numbers, enterprise telephony concepts, and call routing.
• Practical knowledge of Microsoft Teams Phone, including call queues, auto attendants, user telephony provisioning, telephony troubleshooting, and telephony migrations.
• Working knowledge of Amazon Connect administration and support.
• 3-5 years of experience designing, developing, or supporting cloud-based technology solutions.
• Experience gathering requirements from business stakeholders.
• Ability to translate business needs into technical solutions.
• Ability to design and engineer telephony solutions within Microsoft Teams.
• Experience evaluating and implementing new Teams Phone capabilities and enhancements.
• Understanding of AI and Generative AI capabilities.
• Demonstrated interest in using AI tools to improve productivity and efficiency.
• Strong documentation and communication skills.
• Security Clearance: Enhanced Reliability Clearance (ERC).
• Strong analytical and problem-solving skills.
• Focus on operational excellence and continuous improvement.
• Self-driven and capable of managing competing priorities.
• Strong collaboration and stakeholder management skills.
• Ability to work independently and investigate new technologies or business requests.
• Commitment to continuous learning in cloud, AI, and telephony technologies.
• Forward-thinking approach toward innovation and automation.

Skills

• Microsoft Teams Telephony
• Amazon Connect
• Cloud technologies
• AI capabilities
• Microsoft Teams Phone
• AWS services
• DevOps practices
• Continuous integration
• Continuous deployment
• Infrastructure automation
• Platform monitoring
• Artificial intelligence
• Automation
• Cloud-native services
• AWS Lambda
• Python
• Amazon Connect integrations
• Terraform
• Jenkins
• Bitbucket
• Ansible
• CI/CD pipelines
• Infrastructure as Code (IaC)
• AWS AI
• Machine Learning services

Location

• Remote (ONTARIO)

Work Type

• Full-time
• Remote
• Hybrid

Experience Level

• 2+ years
• 3-5 years

Education Level

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or an equivalent combination of education and relevant industry experience.

Salary/Compensations

• $48-58 per hour
• $58-68 per hour (Incorporated Business Rate)

Benefits

• 6-month contract with the possibility of extension.
• Flexible schedule within standard business hours, with available shifts from 8:00 am to 4:00 pm, 8:30 am to 4:30 pm, or 9:00 am to 5:00 pm.

About the Company

• Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach.
• As part of the screening process, some applications may be reviewed using artificial intelligence tools.
• Only candidates who meet the hiring criteria will be contacted.