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Job Description & How to Apply Below
Key Responsibilities:
Design, configure, develop, and maintain end-to-end contact-center solutions using Amazon Connect and AWS services.
Build and configure Amazon Connect Contact Flows and IVR journeys.
Develop integrations using AWS Lambda and APIs and integrate Amazon Connect with backend/host systems.
Support customized agent desktop and customer-experience capabilities where standard Amazon Connect functionality does not meet business requirements.
Participate in end-to-end Amazon Connect implementations and migration activities.
Troubleshoot technical issues and take end-to-end ownership of problems through resolution.
Work as a hands-on engineering contributor within the client's transformation team and deliver with limited supervision.
Required Skills:
Strong hands-on Amazon Connect implementation experience.
Strong experience with Contact Flows, IVR, AWS Lambda, and API integrations.
Experience integrating Amazon Connect with other AWS services and enterprise applications.
Experience with Amazon Connect migration and production implementations.
Knowledge of Amazon Connect capabilities such as Customer Profiles, Tasks, Wisdom/Amazon Q capabilities, and Contact Lens is desirable.
AWS Solution Architect/Sys Ops certification or relevant Amazon Connect accreditation is preferred.
Candidate Profile: The ideal candidate is a strong practitioner rather than a pure architect: someone who can take ownership of a requirement or technical problem, work through the details, and deliver a working solution without depending on escalation for every issue. This ownership mindset was specifically highlighted as important for the requirement.
Work Requirements:
Must be able to support Eastern Time Zone working hours/overlap.
Resource should be deployable from a BMO-approved delivery location.
Ability to join the team quickly and contribute immediately is important.
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