Lead Software Engineer (GenAI)

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

This role offers an exciting opportunity to shape the future of our contact center technology and drive innovation at a global scale. The successful candidate will play a pivotal role in transforming our engineering practices and delivering cutting-edge solutions that enhance our customer experience and operational efficiency.

Role Summary:

We are looking for an experienced and high-performing Lead Software Engineer with at least 7 years of software development experience. This role will be instrumental in driving innovation, implementing cloud capabilities, and building GenAI solutions across our contact centers in Canada, Asia, and the US. The ideal candidate has a passion for cutting-edge technologies and a proven track record of building large-scale, complex software systems.

What you will do:

• Lead and participate in the design, development, and rollout of GenAI innovations and foundational cloud capabilities, including Amazon Connect and other cloud-based solutions to enhance our contact center capabilities.
• Research and pilot the latest GenAI technologies and practices within Amazon Connect and supporting Call Centre technologies.
• Collaborate with cross-functional teams to implement key software delivery, cloud, GenAI, and DevOps processes.
• Champion a culture of continuous improvement, motivating change and fostering innovation within the team.
• Collect metrics and build reports on industry call centre indicators, to facilitate data that drives technical and business decisions.
• Create and maintain technical design artifacts that describe application functionality, solution designs, data models, interfaces, and integrations.
• Provide technical leadership and coach other engineers to ensure adoption of coding best practices
• Use and enhance our DevOps practices and tools to enforce software guardrails, increase automation, and help engineers build code faster, at a lower cost, and lower risk.
• Stay current with industry advancements in cloud technologies, AWS services, and AI/ML
• Contribute and/or adopt global software engineering re-usable best practice processes.
• Promote a learning environment to develop team member skills that align with industry developments and organization goals.

What you need to succeed:

• Bachelor’s degree in computer science or a relevant field
• 7+ years of experience building large-scale, multi-tier distributed software systems
• Contact Centre experience with hands on support and development experience with Amazon Connect (or relevant CCaaS)
• Deep expertise in cloud technologies, particularly AWS services and AI/ML applications
• Hands-on expertise with Java, Python, Lambda functions, and APIs
• Demonstrated ability to collect and interpret engineering metrics to drive business and technical decisions.
• Exceptional communication skills, able to articulate complex technical concepts to both technical and non-technical stakeholders.
• Extensive experience with DevOps culture, tools, and best practices.
• Proven leadership skills, with the ability to guide cross-functional teams across multiple locations.
• Strong problem-solving abilities and analytical skills with a keen eye for detail and the ability to assess alternatives, risks, and benefits
• Commitment to fostering a collaborative, transparent, and trust-based team culture
• Demonstrated success in coaching and mentoring engineers and Agile teams.

What’s in it for you:

• We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work® Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• We’re proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work® Canada.
• Wellness programs that support the three pillars of your health - mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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