Senior Contact Center Support Specialist (Amazon Connect)

Work Location:
Montréal, Quebec, Canada

Hours:
35

Line of Business:
Technology Solutions

Pay Details:
$81,600 - $115,200 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

As a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.

Responsibilities:

• Troubleshoot and resolve complex technical issues related to Amazon Connect,
  
  • CloudWatch skills, NLU/IVR scripting and flow logic, Skills-based routing Integration with other AWS services (e.g., S3, Lambda)
• Develop and maintain a deep understanding of Amazon Connect architecture and components
• Contact Control Panel (CCP) and agent workspace
• Cloud-based contact center infrastructure and scalability
• Real-time analytics and reporting using Amazon Connect's built-in metrics
• Collaborate with internal teams (e.g., Development, Operations, Network, Vendors) to identify and escalate technical issues that require further investigation.
• Lead in training sessions and knowledge sharing activities to enhance skills and expertise.
• Define/Update Operations & Support Processes
• Onboard any new request/infrastructure to support
• Highly organized and able to multitask in a fast paced, dynamic environment.
• Appropriately escalates issues and decisions to others when needed.
• Strong communication skills, both verbal and written, are essential to interact with support groups.
• Strong team player and self-motivated.
• Ability to work on call rotation.

Requirements:

• 5+ years of experience in contact center operations or technical support, with a focus on cloud-based solutions (e.g., Amazon Connect).
• Strong understanding of Amazon Connect features and functionality, including IVR, Skills, and integration with AWS services.
• In-depth knowledge of computer systems, networks, and software applications.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.

Nice-to-Haves:

• Experience with Amazon Web Services (AWS) and its various services (e.g., S3, Lambda, API Gateway).
• Knowledge of programming languages such as Java, Python, or Node.js.
• Familiarity with agile methodologies and Scrum framework.
• Cisco Contact Center (WebexCCE, UCCE, Call Manager, SIP)

#li-tech

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. Everyday, we strive to make every interaction, product and experience remarkably human and refreshingly simple for more than four million customers who count on us.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Maîtrise d'une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.