Contact Center Manager

Sun Life Global Solutions (SLGS)

Established in the Philippines in 1991 and in India in 2006, Sun Life Global Solutions, (formerly Asia Service Centres), a microcosm of Sun Life, is poised to harness the regions’ potential in a significant way - from India and the Philippines to the world. We are architecting and executing a BOLDER vision: being a Digital and Innovation Hub, shaping the Business, driving Transformation and superior Client experience by providing expert Technology, Business and Knowledge Services and advanced Solutions. We help our clients achieve lifetime financial security and live healthier lives – our core purpose and mission.

Drawing on our collaborative and inclusive culture, we are reckoned as a ‘Great Place to Work’, ‘Top 100 Best Places to Work for Women’ and stand among the ‘Top 11 Global Business Services Companies’ across India and the Philippines.

The technology function at Sun Life Global Solutions is geared towards growing our existing business, deepening our client understanding, managing new-age technology systems, and demonstrating thought leadership. We are committed to building greater domain expertise and engineering ability, delivering end to end solutions for our clients, and taking a lead in intelligent automation. Tech services at Sun Life Global Solutions have evolved in areas such as application development and management, Support, Testing, Digital, Data Engineering and Analytics, Infrastructure Services and Project Management.

We are constantly expanding our strength in Information technology and are looking for fresh talents who can bring ideas and values aligning with our Digital strategy

Key Responsibility :

Design and develop end-to-end contact center solutions using Salesforce and Amazon Connect.

 Collaborate with business stakeholders to understand their contact center requirements and translate them into technical solutions.

 Lead the architecture and design of complex contact center systems, ensuring they meet business needs and align with industry best practices.

 Provide technical leadership and guidance to development teams throughout the project lifecycle.

 Ensure the scalability, security, and performance of contact center solutions.

 Stay updated with the latest trends and technologies in Salesforce, Amazon Connect and contact center solutions.

Key Requirements :

Extensive experience with Salesforce and Amazon Connect.

 Strong understanding of cloud computing, data integration, and API management.

 Proven experience in using Agile approach for development with frequent sprints for business benefits realization.

 Experience in leading the design and/or development of solutions with a virtual team in remote locations.

 Strong appreciation and proven achievement in selecting appropriate tools for platform delivery.  Proficiency in Salesforce development and customization (Apex, Visualforce, Lightning Components).

 Expertise in Amazon Connect configuration and integration.

 Expertise in configuring and maintaining Amazon Connect contact center environments. Experience to Develop and implement call flows, routing strategies, and IVR configurations.

 Handson in development and implementation of call flows, routing strategies, and IVR configurations.

 Integrate Amazon Connect with AWS services such as Lambda, RDS, DynamoDB, S3, Polly, CloudWatch, Lex, GenAI services like Bedrock , Sage maker etc..

 Troubleshoot and resolve issues related to Amazon Connect, telephony, and system integrations.

Can assist in scripting and automation to improve system efficiency.

 Work with business stakeholders to understand requirements and deliver technical solutions.

 Familiarity with and enthusiasm for DevOps, CI/CD, and SRE best practices

 Familiarity with API management and development (REST, SOAP, GraphQL).

 Excellent communication and presentation skills, able to engage conversations at all levels of senior management.