Operations Manager, Contact Centre Infrastructure

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:

We are seeking an experienced and dynamic Contact Centre Operations Manager to lead and oversee our team of IT operations professionals. The ideal candidate will have a strong background in AWS cloud services, particularly Amazon Connect, and possess excellent leadership and communication skills.

This role is crucial in ensuring the smooth operation of our cloud-based contact center infrastructure and driving continuous improvement in our customer service operations.

What will you do?

• Manage, mentor, and develop a team of AWS/Amazon Connect operations specialists
• Assign tasks, set goals, and monitor team performance
• Conduct regular performance reviews and provide constructive feedback
• Oversee the day-to-day operations of our Contact Centre Infrastructure (AWS, Amazon Connect, Telephony)
• Ensure high availability, scalability, and performance of the contact center infrastructure
• Manage and optimize related AWS services integrated with Amazon Connect
• Monitor and control AWS costs associated with the contact center operations
• Identify opportunities for process improvement and automation within the contact center
• Assist in developing and maintaining dashboards and reports to track key performance indicators (KPIs)
• Analyze incident, business data to identify trends and areas for improvement in contact center operations
• Liaise with AWS support and account teams, integrators
• Facilitate and manage incident response within the operations team
• Ensure compliance with industry standards and regulations (e.g., PII, Security and Cloud directives)
• Assist with governance and audit compliance for our AWS, Telephony and Amazon Connect environment
• Develop and maintain Team business continuity plans
• Manage regular testing of failover and recovery procedures
• Contribute to long-term strategic planning for contact center technology and operations
• Stay informed about new AWS features and services relevant to contact center operations

What do you need to succeed?

• Bachelor’s degree in computer science, Information Technology, or related field
• 5+ years of experience in AWS cloud services, with a focus on Amazon Connect
• 3+ years of experience in a leadership role managing technical teams
• Strong understanding of contact center operations and technologies
• AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified DevOps Engineer)
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Experience with agile methodologies and project management
• Knowledge of programming languages (e.g., Python, Node.js) and scripting

Preferred Qualifications:

• Experience with other cloud platforms (e.g., Azure, Google Cloud)
• AWS Cloud operations or Cloud engineering experience
• Knowledge of AI and machine learning applications in contact centers
• Experience with CRM systems and integrations
• ITIL certification

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

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.

Salary Range:

Job Category:

Posting End Date: