Senior Cloud Telephony & AI Engineer

Sun Life; Connecticut; On-site; USD 91,000 - 137,000; Full time

Job summary

Sun Life seeks a Senior Operational Engineer to modernize contact centre infrastructure, including Microsoft Teams Telephony and Amazon Connect Services, while focusing on security, reliability, and scalable cloud solutions.

You will collaborate with architects, engineers, and business teams to design, implement, and operate AI-enabled telephony platforms that enhance employee and client experiences.

Qualifications

• Bachelor's degree in CS/Engineering or related field.
• 3-5 years designing and delivering cloud-based solutions.
• 2+ years AWS/telephony experience (Amazon Connect or MS Teams Telephony).
• Experience with AWS Lambda in Python.
• Understanding of cloud architecture principles and AWS capabilities.
• Experience in regulated environments with security/compliance focus.
• Familiar with ITIL incidents, changes, and problems.
• Experience with Agile and distributed teams.
• Experience managing AWS environments and cloud infra.
• Knowledge of DevOps tools like Terraform, Jenkins, Bitbucket, Ansible, CI/CD pipelines.
• Demonstrated AI mindset and practical use of AI/automation.

Responsibilities

• Plan, migrate Financial Centres to Microsoft Teams Telephony.
• Gather requirements and develop telephony/AI-enabled capabilities.
• Support scalable cloud-based solutions aligned with security standards.
• Develop high-level and detailed designs for telephony and cloud infra.
• Support Amazon Connect and AWS services for reliability and performance.
• Participate in Agile, DevOps, CI/CD, infra automation and monitoring.
• Identify AI/automation opportunities to improve ops and CX.
• Mentor operations teams and document procedures.
• Create and maintain operational procedures and standards.
• Evaluate emerging technologies for innovation and improvement.
• Participate in incident response and change management.

Skills

AI mindset

Cloud architecture

Agile delivery

DevOps practices

Security/compliance awareness

Mentoring

Team collaboration

Education

Bachelor's degree in Computer Science, Engineering, Information Technology

Tools

Terraform

Jenkins

Bitbucket

Ansible

CI/CD pipelines

Job description

Sun Life seeks a Senior Operational Engineer to modernize contact centre infrastructure, including Microsoft Teams Telephony and Amazon Connect Services, while focusing on security, reliability, and scalable cloud solutions.

You will collaborate with architects, engineers, and business teams to design, implement, and operate AI-enabled telephony platforms that enhance employee and client experiences.