Software Engineer III (Contact Center Technologies - Amazon Connect)

Description

:

The Contact Centre Technologies (CCT) Technology Solutions Lead is responsible for providing detailed solution design and creating practical technology solutions that both meet business needs while adhering to enterprise design guidelines and principles (i.e. low-cost, shared infrastructure, high-availability, flexible, and secure).

Specifically the CCT Solution Engineer will:

• Provide domain-specific solution Engineering for Contact Center and Voice technologies,
• Develop solution designs and costing for business and IT initiatives, and is responsible for defining the functional and infrastructure designs of these solutions
• Provide subject matter expertise for standards development, making technical recommendations and delivery of proven solutions

Job Accountabilities

Reporting to the Senior IT Manager, CCT Solution Engineering, the successful candidate supports the development of a consolidated enterprise-wide vision for all contact center applications/infrastructure and ensures that that they are integrated. This includes not only the current state but also the 3 to 5-year objective. Specifically, he/she will be responsible to design contact center solutions, particularly self-service, voice authentication and routing technologies, including infrastructures, interfaces, customized decisions, security compliance, quality control and availability for delivery ensuring alignment with the CCI strategic roadmap for a holistic North American Contact Centre strategy involving >10k reps spread across several sites in Canada and the US.

Success in this role will be determined by the successful candidate’s ability to work closely with peers in Architecture and Operations, collaborate with the business technology group, and navigate the process of a large organization.

The holder of this position must master both the technical aspects of the environment and the operations of the different business units the Enterprise. It is imperative that the holder have extensive knowledge of how contact center work to understand and analyze needs.Design, build, and maintain Amazon Connect contact flows, routing profiles, queues, and prompts

• Develop and optimize call routing strategies (skills-based routing, priority routing, overflow handling)
• Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, and external systems (CRM, ticketing platforms)
• Analyze call metrics and performance data to continuously improve customer experience and operational efficiency
• Troubleshoot routing issues, call failures, and system performance problems
• Collaborate with business stakeholders to translate requirements into scalable contact center solutions
• Support new lines of business by designing tailored routing solutions and onboarding workflows
• Ensure high availability and reliability of contact center operations
• Maintain documentation for call flows, routing logic, and system architecture
• Participate in testing, deployment, and change management processes

Required Qualifications

• 10+ years of experience in contact center technologies and call routing
• Hands-on experience with Amazon Connect (contact flows, routing profiles, queues)
• Strong understanding of call routing logic and customer journey design
• Experience with AWS services (Lambda, CloudWatch, S3, DynamoDB, API Gateway)
• Knowledge of IVR systems, voice technologies, and telephony concepts
• Ability to analyze data and generate actionable insights
• Strong troubleshooting and problem-solving skills
• Excellent communication and stakeholder management abilities

Preferred Qualifications

• Experience with Cisco contact center platforms (e.g., UCCE, CVP)
• Familiarity with Amazon Lex (chatbots/voice bots)
• Experience integrating CRM systems (Salesforce, Zendesk, etc.)
• Understanding of scripting languages (Python, JavaScript)
• AWS certifications (e.g., AWS Certified Solutions Architect or Developer)

The applicant must be able to:

• Java development, ability to write and understand Java code (Required)
• The holder must be meticulous, inventive with excellent documentation skills
• Work well in both an independent and team context (e.g. consensus, etc.),
• Familiar with complex automated systems and practices for managing project/tool life cycles
• Leadership qualities and Training/coaching skills
• Analyze information, organize, manage competing priorities, solve problems, and communicate/present clearly (both verbal and written),
• Good ability to summarize, analytical by nature, detail-focused
• Develop and grow excellent working relationships with colleagues and vendors

The applicant must have:

• 10 yrs. in the contact centre domain with a variety of technologies and contexts (e.g. Telephony, call recording, routing, reporting, IVR, CTI, IPT, WFM etc.)
• 5 yrs. experience with Amazon Connect Contact Centre Technology
• 3 yrs. in planning and development of large contact centre infrastructure including design, integration, deployment, and upgrading,
• Broad network exposure: routing, switching, VOIP, MPLS, SIP, etc. (ideal)

The applicant must have earned:

• Degree in computer science or engineering
• Cisco contact centre-related education or certification (ideal).

Who We Are:

TD is one of the world's 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 95,000 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.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re 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 you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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 you’re 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.

We're 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 you’ve got everything you need to succeed in your new role.

Interview Process
We’ll 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 you’d 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):

Sans Objet