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Sun Life

Senior Operational Engineer

Sun Life

. Plan, prioritize, and execute migration initiatives modernizing Financial Centres onto Microsoft Teams Telephony .

Posted 10/23/2026full-timeWaterloo • CanadaSenior💰 CA$100,000 - CA$143,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and implementing cloud-based technology solutions, particularly with AWS services and telephony platforms. Proficient in Agile methodologies, DevOps practices, and AI-enabled capabilities to enhance operational efficiency and client experience.

Highest-signal resume keywords
AWS Services SupportCloud-Based Technology SolutionsAI-Enabled Cloud SolutionsAgile Delivery FrameworksDevOps Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
AWS LambdaPythonCloud Architecture PrinciplesTelephony TechnologiesAI and Automation TechnologiesIncident ManagementChange ManagementOperational SupportTechnical DesignInfrastructure Automation
Soft Skills
Strong Communication SkillsMentoringCoaching
Tools & Technologies
Amazon ConnectMicrosoft Teams TelephonyTerraformJenkinsBitbucketAnsibleCI/CD PipelinesAWS AI ServicesKnowledge ArticlesOperational Procedures
Certifications & Qualifications
Bachelor’s Degree in Computer ScienceEngineeringInformation Technology
Industry Keywords
Cloud InfrastructureRegulated EnvironmentsSecurityPrivacyComplianceRisk ManagementITIL PracticesCustomer Experience PlatformsModern Contact Centre ArchitecturesEmerging Technologies

Tech Stack

Tools & technologies
AnsibleAWSCloudJenkinsPythonTerraform

About the role

Key responsibilities & impact
  • Plan, prioritize, and execute migration initiatives modernizing Financial Centres onto Microsoft Teams Telephony
  • Gather requirements and develop innovative telephony and AI-enabled capabilities with stakeholders, analysts, architects, and technology partners
  • Support scalable, secure, and supportable cloud-based solutions aligned with architecture, security, and governance standards
  • Develop high-level designs, detailed technical designs, and implementation approaches
  • Support and enhance Amazon Connect and AWS services for reliability, resilience, and performance
  • Participate in Agile delivery and DevOps practices, including CI/CD, infrastructure automation, and platform monitoring
  • Identify opportunities to use AI, automation, and cloud-native services to improve efficiency and client experience
  • Provide subject matter expertise and mentoring to operations teams through 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 to maintain service stability and availability

Requirements

What you’ll need
  • Bachelor’s degree in computer science, Engineering, Information Technology, or equivalent combination of education and relevant industry experience
  • 3–5 years of experience designing, delivering, and supporting cloud-based technology solutions
  • 2+ years of hands-on experience supporting AWS services and enterprise telephony platforms, preferably Amazon Connect and/or Microsoft Teams Telephony
  • Experience developing and supporting AWS Lambda solutions using Python
  • Understanding of cloud architecture principles and AWS service capabilities
  • Experience in regulated environments involving security, privacy, compliance, and risk management
  • Knowledge of ITIL practices, including incident, problem, and change management
  • Experience with Agile delivery frameworks and distributed or remote teams
  • Experience managing and supporting AWS environments and cloud infrastructure
  • Experience with DevOps practices and tools such as Terraform, Jenkins, Bitbucket, Ansible, and CI/CD pipelines
  • AI mindset with practical application of AI and automation technologies
  • Strong verbal and written communication skills
  • Experience designing, implementing, or supporting AI-enabled cloud solutions
  • Knowledge of modern contact centre architectures, customer experience platforms, and telephony technologies
  • Experience with AWS AI and machine learning services such as Amazon Lex, SageMaker, Comprehend, or Bedrock
  • Ability to complete Reliability Status Clearance, including law enforcement inquiry and credit check
  • Must satisfactorily complete applicable background checks before starting and during employment

Benefits

Comp & perks
  • Wellness programs supporting mental, physical, and financial health
  • Variety of career paths and networking opportunities
  • Hybrid work flexibility, with the choice to work from home or in the office based on business and Client needs
  • Incentive plans for eligible employees, with discretionary payment based on individual and company performance
  • Accommodation support during the application process
  • Diversity and inclusion commitment