Senior Amazon Connect Specialist - Cloud CC Expert

TD; Toronto; On-site; CAD 82,000 - 115,000; Full time

Job summary

TD is seeking a Senior Contact Center Support Specialist in Toronto to provide expert-level technical support for Amazon Connect. You will troubleshoot complex issues, work with CCP and AWS services, and collaborate across teams to resolve problems.

Experience with CloudWatch, IVR scripting, and S3/Lambda integrations is highly valued. This role requires strong communication and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• 5+ years in contact center operations or technical support.
• Strong understanding of Amazon Connect features (IVR, skills).
• Knowledge of computer systems, networks, and software applications.
• Excellent communication, problem-solving, and analytical skills.
• Ability to handle multiple priorities in a fast-paced environment.

Responsibilities

• Troubleshoot and resolve complex Amazon Connect issues.
• Develop and maintain understanding of Connect architecture.
• Collaborate with internal teams to escalate issues.
• Lead training sessions and knowledge sharing.
• Define and update Operations & Support Processes.
• Onboard new requests/infrastructure to support.
• Work on-call rotation and communicate clearly with teams.
• Interact with support groups effectively.

Skills

Amazon Connect

Cloud-based support

Analytical skills

Strong communication

On-call rotation

Tools

AWS CloudWatch

S3

Lambda

CCP (Contact Control Panel)

IVR scripting

Job description

TD is seeking a Senior Contact Center Support Specialist in Toronto to provide expert-level technical support for Amazon Connect. You will troubleshoot complex issues, work with CCP and AWS services, and collaborate across teams to resolve problems.

Experience with CloudWatch, IVR scripting, and S3/Lambda integrations is highly valued. This role requires strong communication and the ability to manage multiple priorities in a fast-paced environment.