Senior Operational Engineer

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You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Sun Life is seeking a highly skilled Senior Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team. This team is responsible for the design, delivery, operational support, and continuous improvement of enterprise telephony and contact centre platforms.

As a senior technical contributor with an AI-forward mindset, you will play a key role in modernizing and supporting Sun Life's communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services. You will work closely with business stakeholders, architects, engineers, and operational teams to design scalable solutions, drive innovation, and enhance the employee and client experience through cloud and AI-enabled technologies.

This role combines solution design, operational excellence, and strategic technology modernization within a highly regulated financial services environment.

What will you do?

• 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.

What you will need to succeed:

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

• 3-5 years of experience designing, delivering, and supporting cloud-based technology solutions.

• 2+ years of hands-on experience supporting AWS services and enterprise telephony platforms, preferably Amazon Connect and/or Microsoft Teams Telephony.

• Experience developing and supporting AWS Lambda solutions using Python.

• Demonstrated understanding of cloud architecture principles and AWS service capabilities.

• Experience working within regulated environments where security, privacy, compliance, and risk management are critical considerations.

• Knowledge of ITIL practices, including incident, problem, and change management processes.

• Experience working within Agile delivery frameworks and collaborating with distributed or remote teams.

• Experience managing and supporting AWS environments and cloud infrastructure.

• Experience with DevOps practices and tools such as Terraform, Jenkins, Bitbucket, Ansible, and CI/CD pipelines.

• Demonstrated AI mindset, including curiosity, experimentation, and practical application of AI and automation technologies to solve business problems.

Preferred Skills:

• Strong verbal and written communication skills with the ability to present technical concepts to both technical and non-technical audiences.

• Experience designing, implementing, or supporting AI-enabled solutions within cloud environments.

• Strong analytical and problem-solving skills with a focus on operational excellence and continuous improvement.

• Knowledge of modern contact centre architectures, customer experience platforms, and telephony technologies.

• Experience with AWS AI and machine learning services such as Amazon Lex, SageMaker, Comprehend, Bedrock, or related technologies.

• Proven ability to identify opportunities for automation and leverage emerging technologies to improve business outcomes.

• Self-driven and adaptable, with the ability to manage competing priorities in a fast-paced and evolving environment.

• Strong collaboration and relationship-building skills with the ability to influence through technical expertise.

• Commitment to continuous learning…