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TD

Software Engineer III – Contact Center Technologies, Amazon Connect

TD

CCT Solution Engineer building contact center solutions, utilizing Amazon Connect and collaborating with technical teams. Focused on enhancing customer experience and operational efficiency.

Posted 6/5/2026full-timeToronto • 🇨🇦 CanadaSeniorLead💰 CA$125,500 - CA$154,000 per yearWebsite

Tech Stack

Tools & technologies
AWSDynamoDB

About the role

Key responsibilities & impact
  • Provide domain-specific solution Engineering for Contact Center and Voice technologies
  • Develop solution designs and costing for business and IT initiatives
  • Design contact center solutions, particularly self-service, voice authentication and routing technologies
  • Collaborate with peers in Architecture and Operations
  • Analyze call metrics and performance data
  • Troubleshoot routing issues and system performance problems
  • Maintain documentation for call flows, routing logic, and system architecture

Requirements

What you’ll need
  • 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
  • Degree in computer science or engineering

Benefits

Comp & perks
  • health and well-being benefits
  • savings and retirement programs
  • paid time off
  • banking benefits and discounts
  • career development
  • reward and recognition programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
contact center technologiescall routingsolution designvoice authenticationself-service technologiesdata analysistroubleshootingAWS LambdaAWS CloudWatchAWS S3
Soft Skills
problem-solvingcommunicationstakeholder managementcollaborationanalytical skills