Senior Voice Platform Engineer

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions

The role is to support CCaaS technologies and telecom services used by all Asia markets. Daily functions include but not limited to working with Operations team and users to fulfil their requests. It can be setting the correct telephony function to changing call flow of a IVR hotline. Experience on developing call flows on Amazon Connect platform will be important to the role.

The successful candidate will work as ETS (Enterprise Technology & Services) team and will be responsible for managing and supporting the Call Center as a Service platforms (Amazon Connect and Genesys Cloud CX) in Asia Region, as well as the telco services associate with them.

Responsibilities:

• Maintain effective working relationships with Operation teams and Call Center teams in all Asia markets, ETS Technology leads, and other stakeholders to ensure that Call Center solution is stable and operational at all times.

• Deliver modifications to existing Amazon Connect call flows to Asia markets by developing new functions and features that meet the need of Call Center teams

• Act as the escalation point for both technical and stakeholder issues for daily BAU activities.

• Ensure that processes, metrics, and instrumentation are in place to proactively manage the availability and capacity of the Call Center solutions to ensure fulfillment of business service level expectations.

• To have in place the processes necessary to ensure vendor arrangements deliver to agreed levels of services and cost and to work alongside vendors to explore opportunities to better leverage vendor skills or capabilities.

• Able to communicate to stakeholders, ETS management team and vendors on project status effectively

• Given the shape of the Asian business the incumbent must be comfortable operating across multiple cultures and in the leadership of remote teams.

Required Qualifications:

• Degree in Computer Science, Engineering, or similar technical discipline.

• 10-15 years of working experience with at least 4 to 5 years’ experience in cloud based Voice Platform and minimum 2 years on Amazon Connect platform.

• A demonstrated track record of managing and supporting cloud based CCaaS solution.

• Experience with coding with AWS lambda.

• Comfortable in operating across geographies and with teams of varying maturity.

• Demonstrated interpersonal and communication skills. Tact and clear verbal and written communication skills are necessary to facilitate solutions and resolve problems.

• Strong influence, negotiation and change management skills.

• Strong analytical and innovative problem-solving skills with the proven ability to exercise flexibility and judgment in assessing business issues and risks in a dynamic environment.

• Insurance Industry experience will be plus but not mandatory.

• AWS Amazon Connect solution experience.

• Bachelor degree in Engineering, Computer Science and Information Technology preferred.

• Good communication skills both in written and oral English.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].