Senior Telephony & Cloud AI Engineer

National Asset Mgmt Incorporated; Portland (OR); On-site; USD 91,000 - 137,000; Full time

Job summary

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

This role focuses on design, delivery, and support of enterprise telephony and contact centre platforms, including Microsoft Teams Telephony and Amazon Connect. You will design scalable, cloud-based solutions with an AI-forward mindset, collaborating with stakeholders, architects, and operations teams to modernize Sun Life’s communications in a regulated financial services

Qualifications

• Design, deliver, and support cloud-based technology solutions.
• Experience with AWS and enterprise telephony platforms (Amazon Connect and/or Microsoft 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, and risk management.

Responsibilities

• Plan and migrate Financial Centres to Microsoft Teams Telephony.
• Gather requirements and develop telephony and AI-enabled capabilities.
• Ensure cloud-based solutions are secure, scalable, and compliant with standards.
• Create High-Level Designs and detailed implementation approaches for telephony and cloud infrastructure.
• Support Amazon Connect and AWS services for reliability and performance.
• Participate in Agile delivery teams and DevOps practices (CI/CD, automation, monitoring).
• Identify opportunities to apply AI, automation, and cloud-native services to improve ops.
• Provide coaching and create documentation for operations teams.
• Maintain operational procedures and knowledge articles.
• Evaluate emerging technologies for innovation and process improvement.
• Assist in incident response, change management, and operations support.

Skills

Cloud architecture

AWS

Python

AI mindset

DevOps

Agile

Telephony

ITIL

Security & compliance

Education

Bachelor's degree in Computer Science, Engineering, Information Technology

Tools

Terraform

Jenkins

Bitbucket

Ansible

CI/CD

Job description

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

This role focuses on design, delivery, and support of enterprise telephony and contact centre platforms, including Microsoft Teams Telephony and Amazon Connect. You will design scalable, cloud-based solutions with an AI-forward mindset, collaborating with stakeholders, architects, and operations teams to modernize Sun Life’s communications in a regulated financial services