Senior Telephony & Cloud AI Engineer

National Asset Mgmt Incorporated

Kansas City (MO)

Hybrid

USD 91,000 - 137,000

Full time

14 days+

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Job summary

Sun Life U.S. is seeking a Senior Operational Engineer to join the Contact Centre Infrastructure Operations team.

You will design and operate telephony and cloud platforms, including Microsoft Teams Telephony and Amazon Connect, to enable scalable, secure, and AI-enabled services. You will collaborate with architects, engineers, and operations, drive modernization in a regulated financial services environment, contribute to DevOps, CI/CD, incident response, and documentation, and mentor teams to

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 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 in regulated environments with security, privacy, compliance, and risk management.
Knowledge of ITIL practices, including incident, problem, and change management.
Experience with Agile delivery frameworks and distributed or remote teams.
Experience managing and supporting AWS environments and cloud infrastructure.
Experience with DevOps tools like Terraform, Jenkins, Bitbucket, Ansible, and CI/CD pipelines.
Demonstrated AI mindset and practical application of AI and automation technologies.

Responsibilities

Plan, migrate to Microsoft Teams Telephony for modernization of Financial Centres.
Gather requirements with stakeholders; refine solutions and develop telephony and AI capabilities.
Support scalable, secure cloud-based solutions aligned with enterprise standards.
Develop high-level and detailed designs for telephony and cloud infrastructure.
Support Amazon Connect and AWS services for reliability, resilience, and performance.
Participate in Agile delivery teams and contribute to DevOps practices (CI/CD, infra automation).
Identify opportunities to leverage AI, automation, and cloud-native services to improve operations.
Mentor operations teams and document standards and procedures.
Create and maintain operational procedures, knowledge articles, and support documentation.
Evaluate emerging technologies for innovation and process improvement.
Participate in incident response, change management, and operational support.