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Lead Cloud and Infrastructure Specialist

LifeWorks

This is a Contract position in Montreal, QC posted September 3, 2022.

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

This role involves dealing with a range of technologies and solutions in AWS especially the telephony infrastructure including Amazon Connect. This position is responsible for defining the vision, leading the strategic design, and driving the launch and ongoing improvement of our Voice/IVR and chat product. The candidate also requires interacting with 3rd party vendors and familiar will have prior experience with call center setup, voice recognition or biometrics, call flow, softphone, queue routing, CCaaS and machine learning.

Responsibilities:

  • Minimum of 5 years’ experience in consulting and/or a technical role in Call Center solution
  • Acting as the Subject Matter Expert on voice-related NLP/NLU, lead the Voice/IVR project implementation, matching client goals against user needs.
  • Lead client discovery and training workshops, defining requirements by helping clients make appropriate trade-offs between optimal user experience, compliance and legal requirements, and technological limitations.
  • Support Business Development in client-related requests and planning activities
  • Ensures solutions are designed and developed for enterprise level applications, solving diverse and complex business problems to continuously deliver against their respective goals, objectives and business case.
  • Creates and maintains a series of architectural diagrams and descriptions that illustrate the short and long-term target architecture as well as the path to get from the current state to the target states
  • Operate independently, with very minimal supervision
  • Analyze and understand functional business requirements and design specifications of call routing, call flows, chat flow, score card, agent assist, scheduling / forecasting and IVR / Natural Language.
  • Able to translate business requirements into technical workflows.

Qualifications:

  • Computer Science or Engineering educational background
  • Strong customer service skills, strong and clear communication skills.
  • Direct experience implementing AWS Serverless approach.
  • In depth knowledge on ACD, Queue Routing, NLU, TTS, SSML, CTR and CTI.
  • Experience on AWS Lex, Lambda using Python, Node.js
  • Sound knowledge of AWS services such as Amazon Connect, Contact Lens, Lambda, S3, API Gateway, DynamoDB, Athena, Glue, Elastic Search / Kibana, CloudWatch, CloudFormation, QuickSight, Transcribe, Comprehend and Kinesis.
  • In depth knowledge on one of the telephony platforms (Amazon Connect, Genesys PureEngage, Cisco, Aspect, Avaya, Calbario, NICE, Verint, Five9, Mitel or Google Dialogflow etc)
  • 100% remote
  • AWS Certifications.
  • French speaking would be an asset.

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

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 talentacquisitiononboarding@lifeworks.com

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first.  Our priority is to optimize the health and productivity of our people.  In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees.  Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions.  We are excited to connect with you virtually, and look forward to receiving your application.