Senior Operational Engineer

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.