Senior Telephony & Cloud Ops Engineer (AI)

Idaho Society of Professional Engineers; Hartford (CT); 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 to design, deliver, and support enterprise telephony platforms such as Microsoft Teams Telephony and Amazon Connect.

You will work with stakeholders to design scalable cloud solutions, apply AI-enabled innovations, and uphold security and governance in a regulated financial services environment.

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.

Responsibilities

• 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.

Skills

Cloud design & architecture

Python programming

AI mindset

Agile delivery

DevOps practices

Security/compliance mindset

Team collaboration

Education

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

Tools

Amazon Connect

Microsoft Teams Telephony

AWS Lambda

Terraform

Jenkins

Bitbucket

Ansible

Job description

Sun Life U.S. is seeking a Senior Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team to design, deliver, and support enterprise telephony platforms such as Microsoft Teams Telephony and Amazon Connect.

You will work with stakeholders to design scalable cloud solutions, apply AI-enabled innovations, and uphold security and governance in a regulated financial services environment.