The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering AWS Connect Voice Engineer with the resources to solve critical problems for the future of our business, which is why we need you. 

Role Summary:

The CCaaS Voice Engineer is a critical member of the ETS network engineering team responsible for providing support and expertise in contact center technology used by Manulife which is running in Amazon Connect and AWS services.

Key Responsibilities:

• Troubleshooting and resolution of customer inquiries and technical issue raise on ticketing tool (service now or via email.)
• Incident Management Manage and prioritize support tickets through the ticketing system and adhering to service level agreement.
• Move/Add/Edit/Delete functions for contact center objects either queue/skills/users/Role/permission etc. (Amazon Connect)
• Create/Modification of IVR call flows either on Amazon Connect.
• Create/Update Holiday schedule for contact centers Amazon Connect
• Create/Update Agent script for Amazon Connect
• Create and integrate AWS lambda functions to either Amazon Connect
• Participate in Testing and UAT for either change request or new requirements.

Requirement (What we are looking for):

• Degree in Computer Science, Engineering, or similar technical discipline.
• 8+ years of working experience with at least 4 to 5 years’ experience in cloud based Voice Platform and minimum 3 years on Amazon Connect platform.
• Knowledgeable in implementing cloud contact center solutions (Amazon Connect)
• Knowledgeable in call flow creation (Amazon Connect)
• Knowledgeable in navigating through Amazon connect Agent/Supervisor/Admin UI
• Knowledgeable in creating AWS Lambda functions.
• Understanding of flow charts
• Knowledgeable on IVR to Webservices integrations on Amazon Connect.
• Knowledgeable of API integration/ AWS Lambda functions.
• Knowledgeable in Lex Bot creation and management
• Knowledgeable in Bedrock (Anthropic) AI model
• Familiarity with salesforce CRM system
• Knowledgeable on Telephony network/system

Required Skills:

• Amazon Connect
• AWS Services
• Contact Center Technology
• VOIP
• Microsoft Teams (optional)
• Audiocodes (optional)

Certifications (Nice to Have):

• Amazon Cloud/Connect Certifications
• AWS Cloud Developer/Architect

Internal Guidelines about Work from Home:

Hybrid Model, following Manulife’s Working Better guidelines.

Over time:

20-30 hours/month.

Salary:

Based on our Work Rules, we will consider your experience, skills and knowledge when we decide the salary.

Commutation allowance and Variable Incentive Bonus are paid based on our Work Rules.

Working Hours:

Standard Working Hours: 9:00am - 5:00pm  (Include 1 hour break. Flex-time system available)

Benefits:

Social Insurance (Health Insurance, Employees' Pension, Unemployment Insurance, Worker's Accident Insurance), Benefit One, Training system, Childcare Leave/Family care Leave, Baby-sitter support program, wiwiw System (Support program for those who take Childcare Leave), Retirement Pension (only for Regular employee).

Holidays/Vacations:

Saturdays and Sundays

National Holidays

Year-end and new year holidays (December 30, December 31, January 2 and January 3)

Annual Paid Holiday

For Regular employee, other special holidays are available (e.g. Anniversary Leave, etc.)

Location:

Hatsudai Head Office, Tokyo Opera City, 3-20-2 Nishi Shinjuku, Shinjuku-ku, Tokyo Japan

What motivates you?

• You obsess about customers, listen, engage and act for their benefit 
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes 
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters 
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone 

Our commitment to you

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success 
• A bold ambition and set of goals to be a leader in driving transformation in our industry 
• Our best. Every day. 

Learn more about opportunities with us at jobs.manulife.com  

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].

Hybrid