Senior Contact Center Support Specialist (Amazon Connect)

The Toronto-Dominion Bank (Canada) • Toronto, Ontario • Posted June 26, 2026

About the Role

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...