Senior Telephony & AI Cloud Engineer

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

Job summary

Sun Life U.S. is seeking a Senior Operational Engineer to join the CCIO team, shaping the future of enterprise telephony and AI-enabled cloud solutions.

You will lead design, migration, and operational excellence for Microsoft Teams Telephony and Amazon Connect, working with architects, engineers, and stakeholders to deliver scalable, secure infrastructure. The role requires 3–5 years designing and delivering cloud-based solutions, with hands-on AWS/telephony, ITIL, and DevOps experience in a

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent combination of education and 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.
• 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.

Responsibilities

• Plan, prioritize, and migrate Financial Centres to Microsoft Teams Telephony.
• Collaborate with stakeholders to gather requirements and develop telephony and AI-enabled capabilities.
• Develop scalable, secure cloud-based solutions that align with enterprise architecture, security, and governance standards.
• Create High-Level Designs (HLDs) and detailed technical designs for telephony and cloud infrastructure solutions.
• Support and enhance Amazon Connect and AWS services from an operational perspective for reliability and performance.
• Participate in Agile delivery teams and contribute to DevOps practices (CI/CD, automation).
• Identify opportunities to leverage AI, automation, and cloud-native services to improve operations and client experience.
• Mentor operations teams and produce documentation and knowledge articles.
• Continuously evaluate emerging technologies for innovation and process improvement.
• Contribute to incident response, change management, and operational support.

Skills

Cloud-based solutions

AWS

Teams Telephony

DevOps

Python

AI/Automation mindset

Regulated environments

ITIL

Distributed teams

Terraform

Education

Bachelor's degree in Computer Science/Engineering/IT

Tools

Terraform

Jenkins

Bitbucket

Ansible

CI/CD pipelines

Job description

Sun Life U.S. is seeking a Senior Operational Engineer to join the CCIO team, shaping the future of enterprise telephony and AI-enabled cloud solutions.

You will lead design, migration, and operational excellence for Microsoft Teams Telephony and Amazon Connect, working with architects, engineers, and stakeholders to deliver scalable, secure infrastructure. The role requires 3–5 years designing and delivering cloud-based solutions, with hands-on AWS/telephony, ITIL, and DevOps experience in a