Senior Operational Engineer

Sun Life Financial; Wellesley (MA); On-site; USD 91,000 - 137,000; Full time

Benefits offered by this job

Vacation and sick time

Family leave

Medical coverage

401(k) match

Stock purchase options

Sabbatical program

Job summary

Sun Life U.S. is seeking a Senior Operational Engineer to join the CCIO team. You will design and operate enterprise telephony and contact centre platforms, including Microsoft Teams Telephony and Amazon Connect, with an AI-forward mindset.

You will partner with stakeholders to plan migrations, develop high-level and detailed designs, and ensure secure, scalable cloud infrastructure. The role emphasizes DevOps, incident response, and continuous modernization in a highly regulated financial

Qualifications

• Bachelor's degree in CS, Engineering, IT or equivalent.
• 3-5 years designing, delivering, and supporting cloud-based solutions.
• 2+ years supporting AWS services and enterprise telephony (Amazon Connect / Teams Telephony).
• Experience with AWS Lambda using Python.
• Knowledge of cloud architecture, security, and regulatory risk.
• Experience with Agile delivery and distributed teams.
• Proficient with Terraform, Jenkins, Bitbucket, Ansible, and CI/CD.

Responsibilities

• Plan and execute migration initiatives to modernize Financial Centres onto Teams Telephony.
• Gather requirements and develop telephony and AI-enabled capabilities.
• Develop high-level and detailed designs for telephony and cloud infrastructure.
• Support Amazon Connect and AWS services from an operations perspective.
• Participate in incident response, change management, and operational support.

Skills

AWS Lambda

Python

DevOps

Cloud architecture

Teams Telephony

Amazon Connect

Agile

Security compliance

Terraform

Jenkins

CI/CD

Education

Bachelor's degree in Computer Science, Engineering, IT or equivalent

Tools

Terraform

Jenkins

Bitbucket

Ansible

CI/CD pipelines

Job description

Company Overview

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you will work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Job Description

Sun Life is seeking a highly skilled Senior Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team. This team is responsible for the design, delivery, operational support, and continuous improvement of enterprise telephony and contact centre platforms. As a senior technical contributor with an AI-forward mindset, you will play a key role in modernizing and supporting Sun Life's communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services. You will work closely with business stakeholders, architects, engineers, and operational teams to design scalable solutions, drive innovation, and enhance the employee and client experience through cloud and AI-enabled technologies. This role combines solution design, operational excellence, and strategic technology modernization within a highly regulated financial services environment.

What will you do?

Partner with business teams to plan, prioritize, and execute migration initiatives supporting the modernization of Financial Centres onto Microsoft Teams Telephony. Collaborate with business stakeholders, business systems analysts, architects, and technology partners to gather requirements, refine solutions, and develop innovative telephony and AI-enabled capabilities. Help to support scalable, secure, and supportable cloud-based solutions that align with enterprise architecture, security, and governance standards. Develop High-Level Designs (HLDs), detailed technical designs, and implementation approaches for telephony and cloud infrastructure solutions. Support and enhance Amazon Connect and associated AWS services from an operational perspective, ensuring platform reliability, resilience, and performance. Participate in Agile delivery teams and contribute to DevOps practices, including continuous integration, continuous deployment, infrastructure automation, and platform monitoring. Identify opportunities to leverage artificial intelligence, automation, and cloud-native services to improve operational efficiency and client experience. Provide subject matter expertise and mentoring to operations teams, promoting knowledge sharing through technical coaching and documentation. Create and maintain operational procedures, knowledge articles, standards, and support documentation. Continuously evaluate emerging technologies, industry trends, and AI capabilities to identify opportunities for innovation and process improvement. Participate in incident response, change management, and operational support activities to maintain service stability and availability.

Required 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, 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 to solve business problems.

Preferred Qualifications

• Strong verbal and written communication skills with the ability to present technical concepts to both technical and non-technical audiences.
• Experience designing, implementing, or supporting AI-enabled solutions within cloud environments.
• Strong analytical and problem-solving skills with a focus on operational excellence and continuous improvement.
• 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 to improve business outcomes.
• Self-driven and adaptable, with the ability to manage competing priorities in a fast-paced and evolving environment.
• Strong collaboration and relationship-building skills with the ability to influence through technical expertise.
• Commitment to continuous learning and staying current on cloud, AI, automation, and telephony industry trends.

Salary Range

$91,000 - $136,500

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

Company Culture and Benefits

Life is brighter when you work at Sun Life. At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

Accommodations

We will make reasonable accommodations to the known physical or mental limitations of otherwise- qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [e-mail] to request an accommodation.

California Privacy Policy

For applicants residing in California, please read our employee California Privacy Policy and Notice.

Legal

We do not require or administer lie detector tests as a condition of employment or continued employment. Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We encourage applications from qualified individuals from all backgrounds.