Senior Operational Engineer

Jobtailor; Connecticut; On-site; USD 110,000 - 160,000; Full time

Job summary

Jobtailor is seeking a Cloud/Telephony Architect to plan and execute migrations of Financial Centres to Microsoft Teams Telephony. You will develop telephony and AI-enabled capabilities, align cloud solutions with enterprise standards, and design scalable architectures across AWS.

You will contribute to Agile teams, support AWS services, and mentor operations staff. The role emphasizes AI mindset, automation opportunities, and collaboration with stakeholders to continuously improve client

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology or equivalent
• 3-5 years of experience designing, delivering, and supporting cloud-based technology solutions
• 2+ years supporting AWS services and enterprise telephony platforms (Amazon Connect / MS Teams Telephony)
• Experience developing and supporting AWS Lambda solutions using Python
• Understanding of cloud architecture principles and AWS service capabilities
• Experience in regulated environments with security, privacy, compliance, risk management
• Knowledge of ITIL practices (incident, problem, change management)
• Experience with Agile delivery and distributed/remote teams
• Experience managing AWS environments and cloud infrastructure
• Experience with DevOps tools (Terraform, Jenkins, Bitbucket, Ansible, CI/CD)
• AI mindset and practical application of AI/automation
• Strong communication skills in text and speech
• Experience designing or supporting AI-enabled solutions in cloud environments
• Strong analytical and problem-solving skills
• Knowledge of modern contact centre architectures and customer experience platforms
• Experience with AWS AI services (Lex, SageMaker, Comprehend, Bedrock)
• Ability to identify automation opportunities and adopt new technologies
• Self-driven, adaptable, able to manage competing priorities
• Strong collaboration and relationship-building skills
• Commitment to continuous learning about cloud, AI, automation, telephony

Responsibilities

• Plan, prioritize, and execute migration initiatives modernizing Financial Centres onto Microsoft Teams Telephony
• Gather requirements, refine solutions, and develop telephony and AI-enabled capabilities with stakeholders
• Support scalable, secure cloud-based solutions aligned with enterprise standards
• Develop high-level and detailed designs for telephony and cloud infrastructure
• Support and enhance AWS services, ensuring reliability and performance
• Participate in Agile delivery and contribute to DevOps practices (CI/CD, automation, monitoring)
• Identify opportunities to use AI, automation, and cloud-native services to improve efficiency and client experience
• Provide SME guidance and mentoring to operations through coaching and documentation
• Create and maintain operational procedures and knowledge articles
• Evaluate emerging technologies and trends for innovation and process improvement
• Participate in incident response, change management, and operational support to maintain stability

Skills

AWS Services Support

Cloud Architecture Principles

AI‑Enabled Solutions Development

DevOps Practices and Tools

Agile Delivery Frameworks

Strong Verbal Communication

Strong Written Communication

Analytical Problem‑Solving

Collaboration Skills

Adaptability

Education

Bachelor's Degree in Computer Science

Engineering

Information Technology

Tools

Terraform

Jenkins

Bitbucket

Ansible

AWS Lambda Development

Python Programming

Telephony Technologies

Amazon Connect

Microsoft Teams Telephony

Job description

• Plan, prioritize, and execute migration initiatives modernizing Financial Centres onto Microsoft Teams Telephony


• Gather requirements, refine solutions, and develop innovative telephony and AI-enabled capabilities with stakeholders, analysts, architects, and technology partners


• Support scalable, secure, and supportable cloud-based solutions aligned with enterprise architecture, security, and governance standards


• Develop High-Level Designs, detailed technical designs, and implementation approaches for telephony and cloud infrastructure solutions


• Support and enhance Amazon Connect and associated AWS services, ensuring reliability, resilience, and performance


• Participate in Agile delivery teams and contribute to DevOps practices, including CI/CD, infrastructure automation, and platform monitoring


• Identify opportunities to use artificial intelligence, automation, and cloud-native services to improve operational efficiency and client experience


• Provide subject matter expertise and mentoring to operations teams through technical coaching and documentation


• Create and maintain operational procedures, knowledge articles, standards, and support documentation


• Evaluate emerging technologies, industry trends, and AI capabilities for innovation and process improvement


• Participate in incident response, change management, and operational support activities to maintain service stability and availability

Requirements

• 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, preferably Amazon Connect and/or Microsoft Teams Telephony


• Experience developing and supporting AWS Lambda solutions using Python


• Demonstrated understanding of cloud architecture principles and AWS service capabilities


• Experience working within regulated environments where security, privacy, compliance, and risk management are critical considerations


• Knowledge of ITIL practices, including incident, problem, and change management processes


• Experience working within Agile delivery frameworks and collaborating with distributed or remote teams


• Experience managing and supporting AWS environments and cloud infrastructure


• Experience with DevOps practices and tools such as Terraform, Jenkins, Bitbucket, Ansible, and CI/CD pipelines


• Demonstrated AI mindset, including curiosity, experimentation, and practical application of AI and automation technologies


• Strong verbal and written communication skills


• Experience designing, implementing, or supporting AI-enabled solutions within cloud environments


• Strong analytical and problem‑solving skills


• Knowledge of modern contact centre architectures, customer experience platforms, and telephony technologies


• Experience with AWS AI and machine learning services such as Amazon Lex, SageMaker, Comprehend, Bedrock, or related technologies


• Proven ability to identify opportunities for automation and leverage emerging technologies


• Self‑driven and adaptable, with the ability to manage competing priorities


• Strong collaboration and relationship‑building skills


• Commitment to continuous learning and staying current on cloud, AI, automation, and telephony industry trends

Core Competencies

Demonstrates expertise in designing and supporting cloud‑based technology solutions, particularly with AWS services and telephony platforms like Amazon Connect and Microsoft Teams Telephony. Proficient in implementing AI‑enabled capabilities and automation to enhance operational efficiency and client experience.

Highest-signal resume keywords

• AWS Services Support


• Cloud Architecture Principles


• AI‑Enabled Solutions Development


• DevOps Practices and Tools


• Agile Delivery Frameworks

ATS Optimization Keywords

Hard Skills

• Cloud‑Based Technology Solutions


• AWS Lambda Development


• Python Programming


• Telephony Technologies


• AI and Automation Technologies


• Infrastructure Automation


• CI/CD Pipelines


• Amazon Connect Support


• Microsoft Teams Telephony


• Operational Procedures Development

Soft Skills

• Strong Verbal Communication


• Strong Written Communication


• Analytical Problem‑Solving


• Collaboration Skills


• Adaptability

Certifications & Qualifications

• Bachelor's Degree in Computer Science


• Engineering


• Information Technology

Industry Keywords

• Cloud Infrastructure


• Contact Centre Architectures


• Customer Experience Platforms


• ITIL Practices


• Regulated Environments

Tools & Technologies

• Terraform


• Jenkins


• Bitbucket


• Ansible


• AWS AI Services