Senior Contact Center Support Specialist (Amazon Connect)

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

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 escal 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)

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.

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.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement (Quebec only)

Maîtrise d'une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.