TD Bank

Senior Contact Center Support Specialist (Amazon Connect)

TD Bank$81K — $115K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in contact center operations or technical support, focusing on cloud solutions (Amazon Connect)
  • Strong understanding of Amazon Connect features like IVR and Skills
  • In-depth knowledge of computer systems, networks, and software applications
  • Excellent communication, problem-solving, and analytical skills
  • Ability to handle multiple priorities in a fast-paced environment

Responsibilities

  • Troubleshoot and resolve complex technical issues related to Amazon Connect
  • Develop and maintain expertise in Amazon Connect architecture
  • Manage the Contact Control Panel (CCP) and agent workspace
  • Analyze real-time metrics and reporting on Amazon Connect performance
  • Collaborate with internal teams to escalate significant technical issues
  • Lead training and knowledge-sharing sessions for team members
  • Onboard new requests and maintain operations and support processes

Benefits

  • Collaborative and innovative working environment
  • Opportunity for continuous learning and professional development
  • Work in a dynamic, fast-paced setting
  • Flexible scheduling and work hours
  • Participation in a supportive team culture
Full Job Description

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Technology Solutions

Pay Details:

$81,600 - $115,200 CAD

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

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.

About TD Bank

TD Securities offers a range of advisory and capital market services to its clients. The company's range of services includes research, investment banking, capital markets, and global transaction banking. Research consists of commodity and equity research. Investment banking consists of mergers, acquisitions, industry expertise, and credit origination. Global transaction banking consists of trade finance, cash management, and correspondent banking. TD Securities was founded in 1855 and is based in Ontario.

TD Bank Careers

Join the vibrant team at TD Bank, one of North America's leading financial services organizations, where innovation, leadership, and growth go hand in hand. At TD Bank, we are committed to fostering a culture of diversity and inclusion, making it an ideal place for ambitious professionals to thrive. Work You’ll Do At TD Bank, your professional journey is bolstered by a robust support system. From your first interview to every career milestone, you will find opportunities for growth and leadership. Our team is dedicated to helping you develop the skills necessary for success in the ever-evolving financial sector. TD Bank offers a variety of job opportunities across multiple fields, from customer service to investment banking. Each position at TD Bank is a chance to contribute to our culture of innovation and exceptional client service. Internship Programs Kickstart your career with a TD Bank internship. Our programs provide invaluable industry exposure and hands-on experience, making them a perfect starting point for students and recent graduates eager to make their mark in the banking industry. Interns at TD Bank enjoy the unique opportunity to work alongside seasoned professionals, gaining insights that are crucial for future employment. Benefits and Growth TD Bank is deeply committed to the well-being and continuous growth of our team members. We offer competitive benefits packages that cover health, finance, and family care. Our employees enjoy comprehensive health insurance, retirement plans, and generous paid time off, among other perks. Moreover, TD Bank encourages professional development through various training programs, including leadership development and diversity training. These initiatives ensure that our team remains at the forefront of industry standards and best practices. Join Our Team Explore the numerous career paths available at TD Bank and discover how your skills and interests align with our mission. We are actively hiring and continually looking for talented individuals who are passionate about banking and customer service. Networking and Professional Development At TD Bank, we believe in the power of networking and collaboration. Our employees have access to a wide range of networking events, workshops, and seminars that promote career development and professional growth. These platforms not only enhance your professional skills but also expand your industry connections. Stay Connected Keep up to date with the latest at TD Bank Careers by subscribing to our job alert emails. Tailor your subscription to match your career preferences and get the latest news, insider tips, and job opportunities delivered straight to your inbox. Explore job opportunities at TD Bank and be part of a team that values hard work, creativity, and a diverse workplace culture. Your next great career move is just a click away. SEARCH TD BANK JOBS Join us at TD Bank and let your ambition lead you to a rewarding career filled with opportunities to learn, grow, and innovate.
Learn more about TD Bank
Size
90,000 employees
Market Cap
$117.9 billion
Industry
Net Income
-$6.9 million
5 Year Trend
+6.6%

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