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:
This role offers an exciting opportunity to shape the future of our contact center technology and drive innovation at a global scale. The successful candidate will play a pivotal role in transforming our engineering practices and delivering cutting-edge solutions that enhance our customer experience and operational efficiency.
Role Summary:
We are seeking an exceptional Principal Software Engineer to lead technical delivery for our Contact Centre Innovation and Engineering Practices team. This role will be instrumental in driving innovation, implementing cloud capabilities, and spearheading GenAI solutions across our contact centers in Canada, Asia, and the US. The ideal candidate will be a visionary leader with a passion for cutting-edge technologies and a proven track record of delivering large-scale, complex software systems.
What you will do:
- Lead the design, development, and rollout of GenAI innovations and foundational cloud capabilities, including Amazon Connect and other cloud-based solutions to enhance our contact center capabilities.
- Research and pilot the latest GenAI technologies and practices within Amazon Connect and supporting Call Centre technologies, and evaluate benefits within the organization
- Collaborate with cross-functional teams to define and implement key software delivery, cloud, GenAI, and DevOps processes.
- Champion a culture of continuous improvement, motivating change and fostering innovation within the team.
- Drive collecting metrics and build reports on industry call centre indicators, to facilitate data that drives technical and business decisions.
- Work closely with the Contact Centre Platform Owner, Architect, and Leads to design and implement solutions that align with the platform capabilities roadmap.
- Translate business and technical requirements into comprehensive System Design Specifications for development, testing, and implementation teams.
- Create and maintain technical design artifacts that describe application functionality, solution designs, data models, interfaces, and integrations.
- Provide technical leadership and coaching to ensure the adoption of coding best practices and develop a highly motivated and engaged team of professionals.
- Drive the implementation of DevOps practices and tools to enhance software guardrails, increase automation, and help software engineers build code faster, at a lower cost, and lower risk.
- Stay current with industry advancements in cloud technologies, AWS services, and AI/ML.
- Contribute and/or adopt global software engineering re-usable best practice processes.
- Promote a learning environment to develop team member skills that align with industry developments and organization goals.
What you need to succeed:
- Bachelor’s degree in computer science or a relevant field
- 10+ years of experience in senior engineering and technology roles building large-scale, multi-tier distributed software systems
- Contact center experience with hands on support and development experience with Amazon Connect (or relevant CCaaS)
- Deep expertise in cloud technologies, particularly AWS services and AI/ML applications
- Hands-on expertise with Java, Python, Lambda functions, and APIs
- Demonstrated ability to collect and interpret engineering metrics to drive business and technical decisions.
- Exceptional communication skills, able to articulate complex technical concepts to both technical and non-technical stakeholders.
- Extensive experience with DevOps culture, tools, and best practices.
- Proven leadership skills, with the ability to guide cross-functional teams across multiple locations.
- Strong problem-solving abilities and experience in conflict resolution and issue escalation
- Commitment to fostering a collaborative, transparent, and trust-based team culture
- Excellent analytical skills with a keen eye for detail and the ability to assess alternatives, risks, and benefits
- Demonstrated success in coaching and mentoring engineers and Agile teams.
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
As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date
Job Category:
IT - Technology Services
Posting End Date:
30/01/2025
