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 in Canada, Asia, and the United States, providing financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. Role Summary The role is to support CCaaS technologies and telecom services used by all Asia markets. You will work closely with the Operations team and users to fulfil requests, configure telephony functions, and modify call flows on Amazon Connect. The successful candidate will manage Call Center as a Service platforms (Amazon Connect and Genesys Cloud CX) in the Asia Region and support associated telco services. Responsibilities Maintain effective working relationships with Operation teams and Call Center teams in all Asia markets, ETS Technology leads, and other stakeholders to ensure the Call Center solution is stable and operational at all times. Deliver modifications to existing Amazon Connect call flows by developing new functions and features that meet the needs of Call Center teams. Act as the escalation point for technical and stakeholder issues during daily BAU activities. Ensure processes, metrics, and instrumentation are in place to proactively manage the availability and capacity of Call Center solutions to meet business service level expectations. Establish and manage vendor arrangements to deliver agreed levels of services and cost, and explore opportunities to leverage vendor skills or capabilities. Communicate project status effectively to stakeholders, ETS management team, and vendors. Operate across multiple cultures and lead remote teams to support the Asian business. Required Qualifications Degree in Computer Science, Engineering, or similar technical discipline. 10-15 years of experience, with at least 4-5 years in cloud-based Voice Platform and minimum 2 years on Amazon Connect platform. A demonstrated track record of managing and supporting cloud-based CCaaS solutions. Experience coding with AWS Lambda. Comfortable operating across geographies and working with teams of varying maturity. Strong interpersonal and communication skills, with clear verbal and written communication. Strong influence, negotiation, and change management skills. Strong analytical and innovative problem-solving skills with flexibility and judgment in a dynamic environment. AWS Amazon Connect solution experience. Insurance industry experience is a plus but not mandatory. Bachelor degree in Engineering, Computer Science, and Information Technology preferred. Good communication skills 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 Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity and 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 practices 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 protected ground under applicable law. To request a reasonable accommodation in the application process, contact Working Arrangement Hybrid Seniority Level Mid-Senior level Employment Type Full-time Job Function Engineering and Information Technology #J-18808-Ljbffr