Cloud Architect for Large-Scale Contact Center Innovation

19 hours ago


Waterloo, Ontario, Canada Sun Life Financial Full time
Senior Software Engineer Role Summary

In this dynamic and challenging role, you will be part of the Canada IT – Platforms and Engineering Domain team at Sun Life Financial. As a Senior Software Engineer, you will play a key role in driving innovation, implementing cloud capabilities, and building GenAI solutions across our contact centers in Canada, Asia, and the US.

This exciting opportunity allows you to shape the future of our contact center technology and drive innovation at a global scale. You will have the chance to work with cutting-edge technologies, collaborate with cross-functional teams, and lead the design, development, and rollout of GenAI innovations and foundational cloud capabilities.

Key Responsibilities:

1. Lead and participate in the design, development, and rollout of GenAI innovations and foundational cloud capabilities, including Amazon Connect and other cloud-based solutions to enhance our contact center capabilities.
2. Research and pilot the latest GenAI technologies and practices within Amazon Connect and supporting Call Centre technologies.
3. Collaborate with cross-functional teams to implement key software delivery, cloud, GenAI, and DevOps processes.
4. Champion a culture of continuous improvement, motivating change and fostering innovation within the team.
5. Collect metrics and build reports on industry call centre indicators, to facilitate data that drives technical and business decisions.
6. Create and maintain technical design artifacts that describe application functionality, solution designs, data models, interfaces, and integrations.
7. Provide technical leadership and coach other engineers to ensure adoption of coding best practices.
8. Use and enhance our DevOps practices and tools to enforce software guardrails, increase automation, and help engineers build code faster, at a lower cost, and lower risk.
9. Stay current with industry advancements in cloud technologies, AWS services, and AI/ML.
10. Contribute and/or adopt global software engineering reusable best practice processes.
11. Promote a learning environment to develop team member skills that align with industry developments and organization goals.

Requirements:

1. Bachelor's degree in computer science or a relevant field.
2. 5+ years of experience building large-scale, multi-tier distributed software systems.
3. Contact Centre experience with hands-on support and development experience with Amazon Connect (or relevant CCaaS).
4. Deep expertise in cloud technologies, particularly AWS services and AI/ML applications.
5. Experience with AWS Bedrock and Sagemaker.
6. Hands-on expertise with Java, Python, Lambda functions, and APIs.
7. Experience with DevOps tools such as Terraform, Jenkins, and Artifactory.
8. Demonstrated ability to collect and interpret engineering metrics to drive business and technical decisions.
9. Exceptional communication skills, able to articulate complex technical concepts to both technical and non-technical stakeholders.
10. Understanding of prompt engineering design principles for different use cases.
11. Extensive experience with DevOps culture, tools, and best practices.
12. Proven leadership skills, with the ability to guide cross-functional teams across multiple locations.
13. Strong problem-solving abilities and analytical skills with a keen eye for detail and the ability to assess alternatives, risks, and benefits.
14. Commitment to fostering a collaborative, transparent, and trust-based team culture.
15. Experience coaching and mentoring engineers and Agile teams.

What We Offer:

We offer a competitive salary range between $120,000 - $180,000 per annum, depending on your level of experience and qualifications. Additionally, we provide a comprehensive benefits package, including medical, dental, and vision coverage, as well as a generous retirement savings plan.

As a hybrid organization, you will have the flexibility to choose where you work, whether it's from home or in one of our offices. We also offer flexible work arrangements, including telecommuting options and compressed workweeks.

Sun Life Financial is an equal opportunities employer and welcomes applications from qualified individuals from all backgrounds. We are committed to diversity and inclusion and believe that our differences are what make us stronger.

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