Engineering Specialist, AWS
Canada Life
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Benefits offered by this job
Job summary
Canada Life in Winnipeg is hiring a full-time AWS Connect Developer to design, implement, and support cloud-based contact centre solutions built on Amazon Connect and AWS services.
You will collaborate with stakeholders, solution architects, and product teams to deliver scalable, secure contact centre capabilities while driving continuous improvement and automation. A reliability status security clearance is required for access to sensitive information and sites.
Qualifications
- Post-secondary degree or diploma in Computer Science, Software Engineering, Information Technology, or equivalent experience.
- 3–5 years of software development experience, with at least 2 years working with Amazon Connect and AWS cloud services.
- Hands-on experience configuring and developing solutions within Amazon Connect.
- Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, EventBridge, SNS, and SQS.
- Experience developing APIs and integrations using JavaScript, TypeScript, Python, Java, or similar programming languages.
- Experience with Infrastructure as Code tools such as Terraform, AWS CloudFormation, or AWS CDK.
- Knowledge of contact centre technologies including IVR, ACD, CTI, call routing, workforce optimization, call recording, and omnichannel customer engagement.
- Experience integrating Amazon Connect with CRM platforms and enterprise applications.
- Familiarity with Agile methodologies, DevOps practices, and CI/CD pipelines.
- Strong troubleshooting and problem-solving skills with the ability to work effectively in complex production environments.
Responsibilities
- Design, develop, configure, and support Amazon Connect contact flows, routing strategies, queues, prompts, and customer experiences.
- Develop integrations between Amazon Connect and enterprise systems using AWS services such as Lambda, API Gateway, DynamoDB, S3, EventBridge, Step Functions, and SNS/SQS.
- Build and maintain self-service capabilities including IVR solutions, automated workflows, chatbot integrations, and customer authentication processes.
- Collaborate with architects and business stakeholders to translate business requirements into scalable cloud-based solutions.
- Contribute to technical design discussions and recommend best practices for cloud-native contact centre solutions.
- Participate in Agile delivery teams to develop and enhance Contact Centre capabilities.
- Support deployment automation, CI/CD pipelines, and infrastructure-as-code practices using tools such as CloudFormation, Terraform, or AWS CDK.
- Identify opportunities for platform optimization, automation, cost management, and operational efficiencies.
- Maintain technical documentation, solution designs, and support procedures.
- Stay current with AWS, Amazon Connect, and CCaaS industry trends and emerging capabilities.
- Provide Level 2 and Level 3 support for Amazon Connect and related AWS services.
- Monitor platform performance, availability, security, and operational health.
- Troubleshoot and resolve production incidents, service disruptions, and integration issues.
- Support system upgrades, releases, testing activities, and change management processes.
- Ensure solutions meet security, compliance, and governance standards.
- Work closely with business partners to understand customer service requirements and recommend innovative solutions.
- Collaborate with developers, architects, QA analysts, product owners, and vendors to deliver business outcomes.
- Participate in planning, estimation, and prioritization activities.
- Contribute to knowledge sharing and mentorship within the development team.
- Support the adoption of cloud technologies and best practices across the organization.
Skills
Education
Tools
Job description
Permanent Full Time
Technology redefines the way we work and deliver to meet business needs and elevate the customer experience.You’ll be part of an organization that is embracing modern technology, innovation and agile ways of working.
Our Canada Technology team is a strategic partner in our business – with an ambition to be a forward-thinking, agile technology organization delivering secure, resilient, and leading solutions that support Canada Life and the well-being of millions of Canadians.
We are looking to hire a full time AWS Connect Developer for our Technology Enablement Platform team.
The AWS Connect Developer is a customer-focused technology professional responsible for designing, developing, implementing, and supporting cloud-based contact centre solutions built on Amazon Connect and related AWS services.
This role partners closely with business stakeholders, solution architects, product owners, and technology teams to deliver scalable, secure, and innovative contact centre capabilities that improve customer and advisor experiences. The successful candidate will contribute to the evolution of our Contact Centre platform through configuration, development, automation, integration, and continuous improvement initiatives.
Success in this role is measured by the ability to deliver high-quality solutions, maintain platform stability and performance, and enable business value through the effective use of Amazon Connect and cloud technologies.
This role requires the successful candidate to receive Reliability Status security clearance. This is a personnel security status that is required before an employee can gain access toProtected Binformation, assets or work sites as outlined by the Government of Canada website.
- Design, develop, configure, and support Amazon Connect contact flows, routing strategies, queues, prompts, and customer experiences.
- Develop integrations between Amazon Connect and enterprise systems using AWS services such as Lambda, API Gateway, DynamoDB, S3, EventBridge, Step Functions, and SNS/SQS.
- Build and maintain self-service capabilities including IVR solutions, automated workflows, chatbot integrations, and customer authentication processes.
- Collaborate with architects and business stakeholders to translate business requirements into scalable cloud-based solutions.
- Contribute to technical design discussions and recommend best practices for cloud-native contact centre solutions.
- Participate in Agile delivery teams to develop and enhance Contact Centre capabilities.
- Support deployment automation, CI/CD pipelines, and infrastructure-as-code practices using tools such as CloudFormation, Terraform, or AWS CDK.
- Identify opportunities for platform optimization, automation, cost management, and operational efficiencies.
- Maintain technical documentation, solution designs, and support procedures.
- Stay current with AWS, Amazon Connect, and Contact Center as a Service (CCaaS) industry trends and emerging capabilities.
- Provide Level 2 and Level 3 support for Amazon Connect and related AWS services.
- Monitor platform performance, availability, security, and operational health.
- Troubleshoot and resolve production incidents, service disruptions, and integration issues.
- Support system upgrades, releases, testing activities, and change management processes.
- Ensure solutions meet security, compliance, and governance standards.
- Work closely with business partners to understand customer service requirements and recommend innovative solutions.
- Collaborate with developers, architects, QA analysts, product owners, and vendors to deliver business outcomes.
- Participate in planning, estimation, and prioritization activities.
- Contribute to knowledge sharing and mentorship within the development team.
- Support the adoption of cloud technologies and best practices across the organization.
- Post-secondary degree or diploma in Computer Science, Software Engineering, Information Technology, or equivalent experience.
- Minimum 3 to 5 years of software development experience, with at least 2 years working with Amazon Connect and AWS cloud services.
- Hands-on experience configuring and developing solutions within Amazon Connect.
- Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, EventBridge, SNS, and SQS.
- Experience developing APIs and integrations using JavaScript, TypeScript, Python, Java, or similar programming languages.
- Experience with Infrastructure as Code tools such as Terraform, AWS CloudFormation, or AWS CDK.
- Knowledge of contact centre technologies including IVR, ACD, CTI, call routing, workforce optimization, call recording, and omnichannel customer engagement.
- Experience integrating Amazon Connect with CRM platforms and enterprise applications.
- Familiarity with Agile methodologies, DevOps practices, and CI/CD pipelines.
- Strong troubleshooting and problem-solving skills with the ability to work effectively in complex production environments.
The base salary for this position is between $62,800 - $114,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.
We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact?
- Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education reimbursement.
- Health & Wellness:Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
- Time Off:In addition to regular vacation and personal days, we support community involvement with a volunteer day.
- Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
- Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
- Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
Learn more about Canada Life.
We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
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