Senior Software Engineer Contact Center

Elevate contact center solutions with TD as a Senior Software Engineer focusing on Amazon Connect. Design advanced call routing technologies and enhance customer interactions across North America. In the pivotal role of a Senior Software Engineer, you will lead technology solutions for contact center applications. Collaborate closely with architecture, operations teams, and business stakeholders to develop comprehensive solutions, including voice authentication strategies and self-service technologies. Ensure the integration of these solutions aligns with TD’s long-term strategic objectives for over 10,000 representatives. Key Responsibilities: • Develop innovative call routing strategies and solutions • Integrate Amazon Connect with AWS services effectively • Analyze metrics to optimize customer experiences • Troubleshoot system performance and routing issues • Collaborate with stakeholders for scalable design Requirements: • 10+ years in contact center technology • Expertise in Amazon Connect functionalities • Strong understanding of customer journey designs • Experience with AWS services integration • Excellent troubleshooting skills and communication abilities Optimize customer service delivery with sophisticated routing and infrastructure design expertise.

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