Software Engineering

2 weeks ago

Vaughan, Ontario, Canada 407 ETR Full time $120,000 - $140,000 per year
Summary

We're reimagining customer engagement, and AWS Connect is at the core of it. As a CCaaS Software Engineering professional, you'll shape how millions of customer interactions flow across voice, chat, and digital channels — and give agents the tools they need to deliver standout experiences.

This isn't just configuration. You'll be building, integrating, and optimizing the next generation of contact centre technology, working across AWS, Salesforce, Verint, and more. If you want to deepen your expertise in cloud platforms and customer engagement, this is where to do it.

Responsibilities

  • Own and enhance the AWS Connect platform powering omnichannel conversations.

  • Build AWS Lambda functions for Salesforce CTI integration and agent desktop optimization.

  • Leverage Contact Lens for analytics, transcription, and sentiment insights.

  • Contribute to the evolution of self-service channels, including conversational IVR and chatbots, to improve customer experience and deflect routine interactions.

  • Design and manage dashboards on:

    • Agent performance and productivity

    • Queue/SLA adherence

    • Customer sentiment and quality trends

    • Operational KPIs for supervisors and leadership

  • Collaborate with Salesforce and business teams to streamline workflows.

  • Extend and optimize Verint WFM for smarter scheduling and forecasting.

  • Troubleshoot and tune real-time systems for performance and reliability.

  • Apply a DevOps mindset: automation, monitoring, and continuous improvement.

Qualifications

  • 3+ years of experience in software engineering or cloud contact centre platforms.

  • Bachelor's degree in any field of Engineering, Computer Science or similar field.

  • Hands-on expertise with AWS Connect (flows, routing, agent set-up, integrations).

  • Proficiency with AWS Lambda, API Gateway, and event-driven design.

  • Familiarity with Salesforce CTI and CRM integrations.

  • Experience with self-service channels (IVR, chatbots, NLP/NLU frameworks).

  • Experience with reporting/analytics tools (e.g., Tableau, PowerBI, ContactLens or Salesforce dashboards).

  • Understanding of WFM tools (Verint preferred) and reporting.

  • Solid grasp of contact centre operations and KPIs.

  • Strong troubleshooting skills in real-time, high-availability environments.

  • Bonus: AWS certification(s), Salesforce certification(s), DevOps/CI-CD exposure.

About 407 ETR 

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 

407 International Inc. is the sole shareholder of 407 ETR and is owned by: 

  • Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A %);

  • Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and

  • Public Sector Pension Investment Board (PSP Investments) (7.51%)

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.

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