Senior Contact Center Support Specialist (Amazon Connect)

Work Location:

Toronto Ontario Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81600 - $115200 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

As a Senior Contact Center Support Specialist you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.

Responsibilities:

• Troubleshoot and resolve complex technical issues related to Amazon Connect

  • CloudWatch skills NLU/IVR scripting and flow logic Skills-based routing Integration with other AWS services (e.g. S3 Lambda)

• Develop and maintain a deep understanding of Amazon Connect architecture and components

• Contact Control Panel (CCP) and agent workspace

• Cloud-based contact center infrastructure and scalability

• Real-time analytics and reporting using Amazon Connects built-in metrics

• Collaborate with internal teams (e.g. Development Operations Network Vendors) to identify and escalate technical issues that require further investigation.

• Lead in training sessions and knowledge sharing activities to enhance skills and expertise.

• Define/Update Operations & Support Processes

• Onboard any new request/infrastructure to support

• Highly organized and able to multitask in a fast paced dynamic environment.

• Appropriately escalates issues and decisions to others when needed.

• Strong communication skills both verbal and written are essential to interact with support groups.

• Strong team player and self-motivated.

• Ability to work on call rotation.

Requirements:

• 5 years of experience in contact center operations or technical support with a focus on cloud-based solutions (e.g. Amazon Connect).

• Strong understanding of Amazon Connect features and functionality including IVR Skills and integration with AWS services.

• In-depth knowledge of computer systems networks and software applications.

• Excellent communication problem-solving and analytical skills.

• Ability to work in a fast-paced environment with multiple priorities and deadlines.

Nice-to-Haves:

• Experience with Amazon Web Services (AWS) and its various services (e.g. S3 Lambda API Gateway).

• Knowledge of programming languages such as Java Python or .

• Familiarity with agile methodologies and Scrum framework.

• Cisco Contact Center (WebexCCE UCCE Call Manager SIP)

#li-tech

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Maîtrise dune langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 81600 - 115200