Senior Contact Center Support Specialist (Amazon Connect)

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

Job summary

TD Bank in Toronto, Ontario, is seeking a Senior Contact Center Support Specialist to provide expert-level technical support for Amazon Connect. This role focuses on cloud-based contact center solutions and requires extensive knowledge of IVR, CCP, and AWS integrations.

The incumbent will troubleshoot complex issues, optimize workflows, and lead training sessions while collaborating with cross-functional teams. Strong communication and on-call availability are essential for this position.

Qualifications

• 5+ years of experience in contact center operations or technical support, with a focus on cloud-based solutions.

Responsibilities

• Troubleshoot and resolve complex technical issues related to Amazon Connect and AWS services.
• Develop and maintain a deep understanding of Amazon Connect architecture and components.
• Work with CCP and agent workspace to improve workflows and performance.
• Scale and monitor cloud-based contact center infrastructure for reliability.
• Lead training sessions and share knowledge to uplift the team.

Skills

Amazon Connect

Cloud-based solutions

Troubleshooting

Communication

On-call rotation

Team player

Tools

AWS

S3

Lambda

API Gateway

CloudWatch

Job description

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81,600 - $115,200 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

As a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.

Responsibilities:

• Troubleshoot and resolve complex technical issues related to Amazon Connect,CloudWatch skills, NLU/IVR scripting and flow logic, Skills-based routing Integration with other AWS services (e.g., S3, Lambda)
• Develop and maintain a deep understanding of Amazon Connect architecture and components
• Contact Control Panel (CCP) and agent workspace
• Cloud-based contact center infrastructure and scalability
• Real-time analytics and reporting using Amazon Connect's built-in metrics
• Collaborate with internal teams (e.g., Development, Operations, Network, Vendors) to identify and expedite technical issues that require further investigation.
• Lead in training sessions and knowledge sharing activities to enhance skills and expertise.
• Define/Update Operations & Support Processes
• Onboard any new request/infrastructure to support
• Highly organized and able to multitask in a fast paced, dynamic environment.
• Appropriately escalates issues and decisions to others when needed.
• Strong communication skills, both verbal and written, are essential to interact with support groups.
• Strong team player and self-motivated.
• Ability to work on call rotation.

Requirements:

• 5+ years of experience in contact center operations or technical support, with a focus on cloud-based solutions (e.g., Amazon Connect).
• Strong understanding of Amazon Connect features and functionality, including IVR, Skills, and integration with AWS services.
• In-depth knowledge of computer systems, networks, and software applications.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.

Nice-to-Haves:

• Experience with Amazon Web Services (AWS) and its various services (e.g., S3, Lambda, API Gateway).
• Knowledge of programming languages such as Java, Python, or Node.js.
• Familiarity with agile methodologies and Scrum framework.
• Cisco Contact Center (WebexCCE, UCCE, Call Manager, SIP)

#li-tech

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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