Project Engineer leading multidisciplinary teams managing aircraft - engine modules and systems. Pratt & Whitney Canada designs and manufactures aerospace engines for global aviation markets.
About the role
- Amazon Connect Engineer modernizing insurance-sector telephony with Microsoft Teams and AWS. Designing cloud solutions, supporting migrations, and advancing AI-enabled communication capabilities.
Responsibilities
- Partner with business teams to plan, prioritize, and execute migration initiatives modernizing Financial Centres onto Microsoft Teams Telephony
- Collaborate with business stakeholders, business systems analysts, architects, and technology partners to gather requirements, refine solutions, and develop telephony and AI-enabled capabilities
- Support scalable, secure, and supportable cloud-based solutions aligned 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 operationally, 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 through technical coaching and documentation
- Create and maintain operational procedures, knowledge articles, standards, and support documentation
- Evaluate emerging technologies, industry trends, and AI capabilities for innovation and process improvement
- Participate in incident response, change management, and operational support activities to maintain service stability and availability
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or an equivalent combination of education and relevant industry experience
- 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, enterprise telephony concepts, and call routing
- Practical knowledge of Microsoft Teams Phone, including call queues, auto attendants, user telephony provisioning, telephony troubleshooting, and telephony migrations
- Working knowledge of Amazon Connect administration and support
- 3-5 years of experience designing, developing, or supporting cloud-based technology solutions
- Experience gathering requirements from business stakeholders
- Ability to translate business needs into technical solutions
- Ability to design and engineer telephony solutions within Microsoft Teams
- Experience evaluating and implementing new Teams Phone capabilities and enhancements
- Understanding of AI and Generative AI capabilities
- Demonstrated interest in using AI tools to improve productivity and efficiency
- Strong documentation and communication skills
- Enhanced Reliability Clearance (ERC) required
- Strong analytical and problem-solving skills
- Focus on operational excellence and continuous improvement
- Self-driven and capable of managing competing priorities
- Strong collaboration and stakeholder management skills
- Ability to work independently and investigate new technologies or business requests
- Commitment to continuous learning in cloud, AI, and telephony technologies
- Forward-thinking approach toward innovation and automation
- Preferred: Experience architecting Amazon Connect solutions
- Preferred: Development experience using AWS Lambda
- Preferred: Development experience using Python
- Preferred: Experience with Amazon Connect integrations and automation
- Preferred: Experience with Terraform, Jenkins, Bitbucket, Ansible, CI/CD pipelines, Infrastructure as Code (IaC), and cloud automation practices
- Preferred: Exposure to AWS AI and Machine Learning services
Benefits
- 6-month contract with the possibility of extension
- Full-time position: 37.50 hours per week
- Primarily remote work environment
- Flexible schedule within standard business hours
- Available shifts from 8:00 am to 4:00 pm, 8:30 am to 4:30 pm, or 9:00 am to 5:00 pm
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