Systems Administrator / Operations Support Specialist

About the role

This contract position supports a public‑sector client in Toronto, focusing on the operation and optimisation of contact‑center platforms and broader IT services. You will work onsite for a minimum of six months, with the possibility of extension, and collaborate closely with both technical teams and end‑users.

Key responsibilities

• Identify, analyse and resolve complex application development issues.
• Maintain and upgrade contact‑center solutions, primarily Amazon Connect, as well as Computer Talk and NICE workforce‑management tools.
• Apply software patches, monitor system workloads and ensure optimal resource utilisation.
• Develop and document technical procedures, RFP specifications and SLA recommendations.
• Provide customer‑facing support, training and change‑management guidance for non‑technical users.

Required profile

• Intermediate experience with AWS‑based contact‑center products (Amazon Connect).
• Ability to quickly acquire knowledge of the client’s IT environment and public‑sector processes.
• Strong problem‑solving skills and experience in multi‑disciplinary technical domains (networks, servers, databases, security).
• Experience drafting technical documentation and participating in vendor selection.

Required skills

• AWS (Amazon Connect)
• Computer Talk (Ice Bar application)
• NICE workforce‑management applications
• Relational database technologies
• Networking and security fundamentals

What we offer

• Competitive hourly rate of CAD $50‑$60
• Opportunity to work on high‑impact public‑sector projects
• Professional development in contact‑center technologies