Senior Cloud Telephony & AI Engineer

MaineGuide; Portland, Northern (ME, KY); Hybrid; USD 91,000 - 137,000; Full time

Job summary

Sun Life U.S. seeks a Senior Operational Engineer to join the Contact Centre Infrastructure Operations team, driving design, delivery and operation of telephony and contact centre platforms.

You will modernize communications with Microsoft Teams Telephony, Amazon Connect, and cloud/AI-enabled tech, collaborating with architects, engineers and operations to deliver scalable, secure solutions in a regulated financial services environment.

Qualifications

• Bachelor's degree in Computer Science, Engineering, IT, or equivalent.
• 3-5 years designing, delivering, and supporting cloud-based solutions.
• 2+ years supporting AWS services and enterprise telephony (Amazon Connect or Teams Telephony).
• Experience developing AWS Lambda solutions using Python.
• Solid understanding of cloud architecture and AWS capabilities.
• Experience in regulated environments with security/compliance emphasis.
• Familiarity with ITIL incident, problem, change management.
• Experience in Agile delivery and distributed teams.
• Experience managing AWS environments and CI/CD pipelines with Terraform/Jenkins/Bitbucket/Ansible.
• Demonstrated AI mindset for automation and AI-enabled solutions.

Responsibilities

• Plan, migrate and modernize Financial Centres onto Microsoft Teams Telephony.
• Gather requirements with stakeholders and design telephony and AI-enabled capabilities.
• Develop scalable, secure cloud infrastructure designs and implementations.
• Support Amazon Connect and AWS services with reliability and performance.
• Participate in Agile teams and DevOps practices, including CI/CD and automation.
• Mentor operations teams and create knowledge articles and procedures.
• Evaluate emerging technologies for innovation and process improvement.
• Contribute to incident response, change management, and operational support.

Skills

AWS

Microsoft Teams Telephony

Amazon Connect

Python

Terraform

Jenkins

Bitbucket

Ansible

CI/CD

DevOps

AI mindset

Education

Bachelor's degree in Computer Science/Engineering/IT

Tools

Terraform

Jenkins

Bitbucket

Ansible

Job description

Sun Life U.S. seeks a Senior Operational Engineer to join the Contact Centre Infrastructure Operations team, driving design, delivery and operation of telephony and contact centre platforms.

You will modernize communications with Microsoft Teams Telephony, Amazon Connect, and cloud/AI-enabled tech, collaborating with architects, engineers and operations to deliver scalable, secure solutions in a regulated financial services environment.