Senior Contact Center Support Specialist (Amazon Connect)

Client: One of Canada's top 5 banks
Location: Toronto, ON — Fully Remote open to US applicants
Type: Full-time, permanent
Hours: 37.5 per week
Level: Senior (5+ years)

About the role

Our client, one of Canada's top 5 banks, is looking for a Senior Contact Center Support Specialist to provide expert-level technical support for their Amazon Connect environment. You'll troubleshoot complex issues across IVR, routing, and AWS integrations, lead knowledge-sharing and training sessions, maintain system architecture, and work with internal teams to keep contact center operations running well.

This is a senior position within a large enterprise technology organization, supporting a contact center platform at significant scale.

What you'll do

• Troubleshoot and resolve complex Amazon Connect issues, including CloudWatch, NLU/IVR scripting and flow logic, and skills-based routing
• Support integrations with other AWS services (S3, Lambda, and others)
• Maintain deep working knowledge of Amazon Connect architecture, the Contact Control Panel (CCP) and agent workspace, cloud contact center infrastructure and scalability, and real-time analytics and reporting
• Collaborate with development, operations, network, and vendor teams to identify and escalate issues requiring deeper investigation
• Lead training sessions and knowledge-sharing activities
• Define and update operations and support processes
• Onboard new requests and infrastructure into support
• Participate in an on-call rotation

What you bring

• 5+ years in contact center operations or technical support, focused on cloud-based solutions such as Amazon Connect
• Strong understanding of Amazon Connect features and functionality, including IVR, skills, and AWS integrations
• In-depth knowledge of computer systems, networks, and software applications
• Excellent communication, problem-solving, and analytical skills
• Highly organized, comfortable multitasking in a fast-paced environment with competing priorities
• Strong team player, self-motivated, and appropriately escalates issues and decisions

Nice to have

• Broader AWS experience (S3, Lambda, API Gateway)
• Java, Python, or Node.js
• Agile and Scrum experience
• Cisco Contact Center experience (Webex CCE, UCCE, Call Manager, SIP)

What's on offer

• Health and well-being benefits
• Savings and retirement programs
• Paid time off
• Banking benefits and discounts
• Structured career development, training, and mentorship
• Reward and recognition programs

Process & accommodation

We'll reach out to candidates of interest to schedule an interview and do our best to communicate outcomes to all applicants. If you need accommodations at any stage of the process — accessible meeting rooms, captioning for virtual interviews, or anything else — let us know and we'll arrange it.