Senior Cloud Telephony & AI Engineer

National Asset Mgmt Incorporated

Wellesley, Northern (MA, KY)

Hybrid

USD 91,000 - 137,000

Full time

14 days+

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Benefits offered by this job

401(k) employer match

Stock purchase plan

Paid time off

Job summary

Sun Life U.S. is seeking a Senior Operational Engineer to join the CCIO team. You will design, implement and operate enterprise telephony platforms, including Microsoft Teams Telephony and Amazon Connect, enabling AI-driven improvements across the contact centre.

You will collaborate with architects, engineers and operations to deliver scalable, secure cloud solutions. You will contribute to Agile delivery, DevOps practices and continuous modernization in a regulated financial services

Qualifications

Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent combination of education and relevant industry experience.
3-5 years of experience designing, delivering, and supporting cloud-based technology solutions.
2+ years of hands-on experience supporting AWS services and enterprise telephony platforms (Amazon Connect / Teams Telephony).
Experience developing and supporting AWS Lambda solutions using Python.
Demonstrated understanding of cloud architecture principles and AWS service capabilities.
Experience in regulated environments with security, privacy, compliance and risk management.
Knowledge of ITIL practices (incident, problem, change management).
Experience with Agile delivery frameworks and distributed/remote teams.
Experience managing and supporting AWS environments and cloud infrastructure.
Experience with DevOps tools (Terraform, Jenkins, Bitbucket, Ansible, CI/CD).
Demonstrated AI mindset and practical application of AI/automation to business problems.

Responsibilities

Partner with business teams to plan and execute migration initiatives for Microsoft Teams Telephony modernization.
Collaborate with stakeholders, analysts, architects, and partners to gather requirements and develop telephony and AI-enabled capabilities.
Support scalable, secure, cloud-based solutions aligned with enterprise standards.
Develop High-Level Designs and detailed designs for telephony and cloud infrastructure.
Support and optimize Amazon Connect and AWS services for reliability and performance.
Participate in Agile delivery and DevOps practices (CI/CD, infrastructure automation, monitoring).
Identify opportunities to leverage AI, automation and cloud-native services to improve operations and client experience.
Provide SME mentoring to operations teams and create documentation.
Create/maintain operational procedures and knowledge articles.
Evaluate new technologies and AI capabilities for innovation and process improvements.
Participate in incident response, change management and operational support activities.