Software Engineer III (Contact Center Technologies - Amazon Connect)

TD•Toronto, ON

6d•Onsite

About The Position

The Contact Centre Technologies (CCT) Technology Solutions Lead is responsible for providing detailed solution design and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost, shared infrastructure, high-availability, flexible, and secure). Specifically the CCT Solution Engineer will: Provide domain-specific solution Engineering for Contact Center and Voice technologies, Develop solution designs and costing for business and IT initiatives, and is responsible for defining the functional and infrastructure designs of these solutions Provide subject matter expertise for standards development, making technical recommendations and delivery of proven solutions. Reporting to the Senior IT Manager, CCT Solution Engineering, the successful candidate supports the development of a consolidated enterprise-wide vision for all contact center applications/infrastructure and ensures that that they are integrated. This includes not only the current state but also the 3 to 5-year objective. Specifically, he/she will be responsible to design contact center solutions, particularly self-service, voice authentication and routing technologies, including infrastructures, interfaces, customized decisions, security compliance, quality control and availability for delivery ensuring alignment with the CCI strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps spread across several sites in Canada and the US. Success in this role will be determined by the successful candidate’s ability to work closely with peers in Architecture and Operations, collaborate with the business technology group, and navigate the process of a large organization. The holder of this position must master both the technical aspects of the environment and the operations of the different business units the Enterprise. It is imperative that the holder have extensive knowledge of how contact center work to understand and analyze needs.

Requirements

10+ years of experience in contact center technologies and call routing
Hands-on experience with Amazon Connect (contact flows, routing profiles, queues)
Strong understanding of call routing logic and customer journey design
Experience with AWS services (Lambda, CloudWatch, S3, DynamoDB, API Gateway)
Knowledge of IVR systems, voice technologies, and telephony concepts
Ability to analyze data and generate actionable insights
Strong troubleshooting and problem-solving skills
Excellent communication and stakeholder management abilities
Java development, ability to write and understand Java code (Required)
The holder must be meticulous, inventive with excellent documentation skills
Work well in both an independent and team context (e.g. consensus, etc.)
Familiar with complex automated systems and practices for managing project/tool life cycles
Analyze information, organize, manage competing priorities, solve problems, and communicate/present clearly (both verbal and written)
Good ability to summarize, analytical by nature, detail-focused
Develop and grow excellent working relationships with colleagues and vendors
10 yrs. in the contact centre domain with a variety of technologies and contexts (e.g. Telephony, call recording, routing, reporting, IVR, CTI, IPT, WFM etc.)
5 yrs. experience with Amazon Connect Contact Centre Technology
3 yrs. in planning and development of large contact centre infrastructure including design, integration, deployment, and upgrading
Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal)
Degree in computer science or engineering

Nice To Haves

Experience with Cisco contact center platforms (e.g., UCCE, CVP)
Familiarity with Amazon Lex (chatbots/voice bots)
Experience integrating CRM systems (Salesforce, Zendesk, etc.)
Understanding of scripting languages (Python, JavaScript)
AWS certifications (e.g., AWS Certified Solutions Architect or Developer)
Leadership qualities and Training/coaching skills
Cisco contact centre-related education or certification (ideal)

Responsibilities

Design, build, and maintain Amazon Connect contact flows, routing profiles, queues, and prompts
Develop and optimize call routing strategies (skills-based routing, priority routing, overflow handling)
Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, and external systems (CRM, ticketing platforms)
Analyze call metrics and performance data to continuously improve customer experience and operational efficiency
Troubleshoot routing issues, call failures, and system performance problems
Collaborate with business stakeholders to translate requirements into scalable contact center solutions
Support new lines of business by designing tailored routing solutions and onboarding workflows
Ensure high availability and reliability of contact center operations
Maintain documentation for call flows, routing logic, and system architecture
Participate in testing, deployment, and change management processes