1715 –Operational Engineer – 2 Resources

Position title: 1715 –Operational Engineer – 2 Resources Working Status: Primarily remote - Should be able to attend the office approximately once per month. Occasional travel may be required to the North York or Waterloo office based on business needs. Client: SunLife Contract Duration: 6 months Location: 2255 Sheppard Ave E, North York OR 227 King St S, Kitchener Security: Tier 2 background checks and Reliability Clearance – 5 years in Canada and Role This is a hands-on engineering role requiring a blend of operational support, solution engineering, modernization, and stakeholder engagement. The ideal candidate can independently support and enhance telephony solutions while contributing to larger transformation initiatives. JOB DESCRIPTION Sun Life is seeking a highly skilled Operational Engineer to join the Contact Centre Infrastructure Operations (CCIO) team. This team is responsible for the design, delivery, operational support, and continuous improvement of enterprise telephony and contact centre platforms. As a technical contributor with an AI-forward mindset, you will play a key role in modernizing and supporting Sun Life's communication infrastructure, including Microsoft Teams Telephony and Amazon Connect Contact Centre Services. You will work closely with business stakeholders, architects, engineers, and operational teams to design scalable solutions, drive innovation, and enhance the employee and client experience through cloud and AI-enabled technologies. This role combines solution design, operational excellence, and strategic technology modernization within a highly regulated financial services environment. What will you do? • 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. Must-Have Requirements Technical Skills • 2+ years of hands-on experience supporting Microsoft Teams Telephony, Enterprise telephony platforms, and AWS services, preferably Amazon Connect • Experience working with Toll-free numbers, Local/DID numbers, and Enterprise telephony concepts and call routing • Practical knowledge of Microsoft Teams Phone, including: • Call queues • Auto attendants • User telephony provisioning • Telephony troubleshooting • Supporting telephony migrations • Working knowledge of Amazon Connect administration and support. • 3-5 years of experience designing, developing, or supporti