Senior Technical Analyst (ccaas), Waterloo, Sun Life

Published 2022-06-25
Expires 2022-07-25
ID #1060748485
Senior Technical Analyst (ccaas), Waterloo, Sun Life
Canada, Ontario, Waterloo,
Published June 25, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Senior technical analyst (ccaas)
Work from home:

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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:

Sun Life has an immediate requirement for a Senior Technical Analyst under Contact Centre Infrastructure (CCI). This role will be within the CCI Operations Tier 2 team which is accountable for day-to-day operations, development, and support of enterprise technologies in Contact Center (CCaaS and on-prem).

CCI excels as a high-performance team through its collaborative and supportive environment. Our seasoned, energetic, and self-motivated team members share knowledge and learn from each other. We thrive on innovative approaches to leverage technical and business opportunities. Team Collaboration extends beyond CCI to meet the evolving needs of our internal clients.

Initially this role will focus on operational support of Contact Center (CCaaS and on-prem), telephony technologies & have opportunities to learn and grow into other CCI service successful candidate will be responsible for creating operational processes/tasks within CCI & any new solutions jointly developed with CCI Engineering.  The individual will have an in-depth knowledge of AWS Connect (or cloud contact centre technologies equivalent), development skills and a broad understanding of enterprise infrastructure needed to address security, stability, and supportability of services.

What will you be doing?
You will be part of our newly established CCI Development Team as we embark on our journey to CCaaS, you will be primarily focused on developing operational processes in AWS Connect environment and leveraging DevOps
Develop processes for other non-CCaaS platforms on patching, validation and testing
Support CCI Tier 1 Operations on CCaaS escalated incidents & service requests
Create & fulfilment of assigned Service Now tickets related to complex MACDs
Participation in routine patching & validation of existing CCI infrastructure services
Engage in projects with CCI Engineering to ensure smooth hand off for Day 2 support under CCI Operations
Work closely with Business stakeholders to build concise and complete requirements via service requests
Provide consultative support to other end users of the contact center solution, as needed by understanding business needs
Maintain open communication with internal partners/clients and vendor support
Balance, lead and support operational projects & tasks in order to meet deliverable dates
Share knowledge through training sessions, creating/updating of operational documentation
To be ON CALL as scheduled for after hour and weekend emergencies, and be accessibility 24 hour 7 days a week by pager, cell phone and home phone number for any emergency situations
Continuously learning & growing your technical expertise and knowledge regarding Contact centre Infrastructure hardware and software & other CCI services

What you need to succeed:
Bachelor's degree in Computer Science or relevant, proven industry experience

2+ years hands on support and development experience with AWS Connect (or relevant CCaaS)
Solid understanding of Python and REST API solutions and architecture
Support upgrades/code-mod/hot fixes
Demonstratable understanding of scalability and availability in distributed systems
Experience working with remote teams
Hands on experience developing contact flows and skill-based routing IVR applications
Firm understanding of backend development or similar:
Python, Java, REST API
Experience with Amazon Web Services (AWS):
Connect, DynamoDB, S3, Cloud Formation, Cloud Watch, etc.
Experience with DevOps or similar:
Jenkins, Ansible, CDD
Experience in application development lifecycle:
Agile Scrum, Waterfall

Preferred skills:
Strong written and verbal English communication skills (, confidence & conviction) and ability to explain complex technical concepts to business partners
strong problem-solving skills
keep up to date with the latest trends in cloud technology, especially as it applies to the AWS platform and its growing feature set
A self-starter – identify and assist in providing enhanced efficiencies and process to the team and to our users.
Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
Ability to thrive in a fast-paced environment of teamwork where success is dependent on your ability to contribute and influence through expertise

What’s in it for you:
Great Place to Work Certified in Canada and the US.
Canada Award for Excellence for Mental Health at Work - 2021
We’re proud to be a by Great Place to Work Canada
Competitive salary and bonus structure influenced by market range data
Pension, stock and savings programs to help build and enhance your future financial security
An environment of continuous learning and improvement
Flexible hours and periodic work from home options

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.

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.

Sun Life is committed to the health and safety of all those in our workplaces and our communities.  In accordance with Sun Life’s Vaccination Policy (Canada):

Employees permitted to work remotely are required to be fully vaccinated against COVID-19 in order to attend a Sun Life office, Financial Centre or offsite location where activity related to Sun Life business occurs.

Employees whose job duties require them to attend a Sun Life office, Financial Centre or offsite location for Sun Life business must be fully vaccinated against COVID-19 effective May 1st.

Employees whose regular workplace is a Financial Centre and SLFD field leaders must be fully vaccinated against COVID-19 or participate in Sun Life’s Rapid Screening Program to attend a Financial Centre or an offsite event.

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

Salary Range:
74,900/74 900 - 125,900/125 900
Job Category:
IT - Technology Services
Posting End Date:

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    Sun Life
    Registered on October 7, 2017


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