Senior Control Engineer Jobs in Waterloo, ON (NOW HIRING)

The Senior Engineer, AWS is responsible for designing, developing, and maintaining Gore Mutual's Amazon Connect contact center platform and its supporting AWS services (Lambda, Lex, DynamoDB, API Gateway, S3, CloudWatch, etc.). This role ensures the reliability, scalability, and continuous improvement of the telephony and customer interaction ecosystem that directly supports Gore Mutual's National Operations Centre (NOC), Claims and Customer Service operations. The engineer partners with Operations, Engineering, and vendor teams to deliver automation, integrations, and enhancements that improve the broker and policyholder experience while reducing operational overhead.

What will you do:

​​Design, develop, and maintain Amazon Connect contact flows and supporting AWS Services

• Build and optimize contact flows, queues, routing profiles, and IVR menus within Amazon Connect to meet evolving business requirements
• Develop and maintain AWS Lambda functions, Amazon Lex bots, and API Gateway integrations that power self-service and agent-assist capabilities

Ensure platform reliability, monitoring, and incident response

• Implement and maintain CloudWatch dashboards, alarms, and logging for proactive monitoring of Connect and peripheral services
• Troubleshoot production issues across the telephony stack, performing root-cause analysis and implementing permanent fixes
• Participate in on-call rotation and P1/P2 incident triage to minimize downtime and business impact

​​Deliver integrations between Amazon Connect and enterprise systems​

• Build and maintain integrations with Guidewire (ClaimCenter/PolicyCenter), CRM, and internal data platforms via REST APIs and event-driven architectures
• Develop data pipelines to surface call analytics, agent performance metrics, and customer interaction data to reporting teams
• Collaborate with cross functional teams to drive AI-driven features such as call transcription, summarization, and sentiment analysis

​​Contribute to engineering best practices, documentation, and knowledge sharing​

• Author and maintain technical documentation for architecture, dependencies, runbooks, and deployment procedures
• Participate in code reviews, architectural design reviews, and sprint ceremonies to uphold engineering standards
• Mentor and support junior engineers and operations team members on AWS and Amazon Connect best practices

Support continuous improvement and innovation of the contact center platform

• Evaluate new Amazon Connect features for applicability to Gore Mutual's needs
• Propose and implement automation to reduce manual effort for Operations teams
• Contribute to the technology roadmap by identifying technical debt and recommending modernization opportunities

What You'll Need to Succeed:

• ​Undergradtue degree in Information Technology,Computer Sceince, or IT Systems.​
• Hands-on development experience with Amazon Connect (contact flows, queues, routing profiles, Connect APIs)
• ​Strong experience building serverless applications using AWS Lambda, API Gateway, DynamoDB, S3, SNS, EventBridge, and Step Functions
• ​Experience with Amazon Lex or similar conversational AI for IVR/chatbot development
• ​Production experience with infrastructure-as-code (CloudFormation, CDK, AWS SAM, or Terraform)
• ​Experience integrating telephony or contact center platforms with enterprise systems (e.g., CRM, policy/claims management)
• ​Familiarity with CI/CD pipelines (GitHub Actions, CodePipeline, or equivalent) and version control (Git)
• ​Experience with monitoring and observability tools (CloudWatch, Dynatrace, or similar)
• ​Prior work in insurance, financial services, or regulated industries (asset)
• AWS Services – Lambda, Lex, DynamoDB, S3, API Gateway, CloudWatch, IAM, Step Functions, SNS/SQS, EventBridge
• ​Amazon Connect – Contact flows, routing, Connect APIs, Contact Lens, real-time & historical metrics
• ​Programming – React; Python, Node.js/TypeScript (primary Lambda runtimes)
• ​Infrastructure-as-Code – CloudFormation, AWS CDK/SAM, or Terraform
• ​REST API design and event-driven architecture patterns
• ​CI/CD & DevOps – GitHub Actions, CodePipeline, automated testing, deployment automation
• ​Monitoring & Observability – CloudWatch dashboards/alarms, log analysis, Dynatrace preferred
• ​Security fundamentals – IAM policies, encryption at rest/in transit, PII handling in telephony data
• ​Agile methodologies – Scrum ceremonies, Jira-based sprint planning, backlog management
• ​Communication & documentation – Ability to translate technical concepts for non-technical stakeholders and maintain architectural documentation

​​ #LI-Hybrid

The expected base salary range for this position is $79,500 - $129,500. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual's discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.