Operational Engineer

Duration: 6-Month Contract (with high potential for extension) Work Arrangement: Primarily Remote Advantages - High-Impact Modernization Scope: Directly drive the enterprise transformation and migration of regional financial centers onto cloud-native Microsoft Teams Telephony and Amazon Connect platforms. - Primarily Remote Autonomy: Enjoy the flexibility of working remotely while collaborating with a high-energy, supportive technology engineering team. - AI-Forward Innovation: Actively explore and integrate Generative AI tools, automation utilities, and modern AWS cloud services to optimize telephony workflows. - Enterprise Financial Sandbox: Gain valuable technical experience supporting scalable, highly secure telephony infrastructure within a top-tier financial enterprise. Responsibilities Telephony Engineering & Migration Execution - Teams Telephony Modernization: Partner with business stakeholders and technology partners to plan, prioritize, and execute telephony migrations transitioning Financial Centres to Microsoft Teams Phone. - Solution Architecture & Design: Develop High-Level Designs (HLDs), detailed technical specifications, and implementation plans for cloud telephony and contact center infrastructure. - Voice Configuration & Provisioning: Provision, configure, and support Microsoft Teams Phone components including Call Queues, Auto Attendants, Direct Inward Dialing (DID), Toll-Free routing, and user profiles. Contact Center Operations & AI Automation - Amazon Connect Administration: Support and enhance Amazon Connect contact center platforms and related AWS cloud services from an operational perspective to ensure continuous resilience and performance. - Business Analysis & Requirements: Gather functional requirements from business stakeholders, translating operational needs into robust, supportable technical solutions. - Agile DevOps & Automation: Participate in Agile delivery teams and contribute to CI/CD, infrastructure automation, operational monitoring, and knowledge base documentation. - Incident & Change Management: Conduct troubleshooting, root-cause analysis, and incident response to maintain platform stability, availability, and regulatory compliance. Qualifications - Telephony & Cloud Experience: 2+ years of hands-on experience supporting Microsoft Teams Telephony, enterprise telephony platforms, and AWS cloud services (specifically Amazon Connect). - Cloud Solution Design: 3 to 5 years of experience designing, configuring, developing, or supporting cloud-based infrastructure and voice technology solutions. - Voice & Routing Mastery: Practical experience managing Local/DID numbers, Toll-Free routing, enterprise call logic, Auto Attendants, Call Queues, and user telephony provisioning. - AI & Innovation Mindset: Strong understanding of AI/GenAI capabilities with a forward-thinking approach toward productivity automation and continuous improvement. - Business Requirements & Documentation: Demonstrated ability to gather business needs, draft clear technical HLDs/SOPs, and translate business logic into executable technical designs. - Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or an equivalent combination of education and relevant industry experience. - Soft Skills: Outstanding analytical problem-solving abilities; self-driven attitude with strong stakeholder management, collaboration, and verbal/written communication skills. Preferred Assets & Nice-to-Haves - Advanced Amazon Connect development experience utilizing AWS Lambda and Python. - Familiarity with Cloud Automation and Infrastructure as Code (IaC) tooling (Terraform, Ansible, Jenkins, Bitbucket, CI/CD pipelines). - Exposure to AWS AI and Machine Learning services.