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- Ensure 24x7 availability of the CCaaS platform and supporting services.
- Define and manage Service Level Indicators (SLI), Service Level Objectives (SLO), and Error Budgets.
- Monitor platform health, performance, capacity, and stability.
- Drive reliability improvements and eliminate recurring operational issues.
- Support production readiness reviews for new releases and platform enhancements.
- Build and maintain monitoring dashboards, alerts, and health checks.
- Configure and optimize CloudWatch, Splunk, Dynatrace, Grafana, and other observability tools.
- Establish proactive alerting and predictive monitoring capabilities.
- Develop operational runbooks and troubleshooting guides.
- Act as an escalation point for critical incidents and service disruptions.
- Lead incident triage, impact assessment, communication, and recovery activities.
- Perform Root Cause Analysis (RCA) and identify preventive actions.
- Drive reduction of MTTR, MTTD, and recurring incidents.
- Participate in command center and major incident bridge calls during production events.
- Eliminate operational toil through automation.
- Develop self-healing capabilities and automated remediation solutions.
- Build scripts and tools using Python, PowerShell, AWS Lambda, or other automation frameworks.
- Automate operational checks, deployment validation, monitoring, and reporting.
- Support Amazon Connect, AWS services, APIs, middleware, routing, IVR, and integration components.
- Manage platform configurations, certificates, service accounts, and connectivity requirements.
- Support disaster recovery, backup, restoration, and failover testing activities.
- Conduct capacity planning and performance optimization.
- Participate in release planning, deployment validation, and production implementation activities.
- Review changes for operational risk and reliability impact.
- Support production deployments and rollback planning.
- Ensure operational readiness requirements are met before launch.
- Ensure adherence to enterprise security standards and regulatory controls.
- Support vulnerability remediation and audit activities.
- Monitor platform security events and compliance requirements.
- Maintain operational controls and evidence for risk reviews.
- Analyze operational metrics and identify improvement opportunities.
- Drive reliability engineering best practices across CCaaS teams.
- Participate in architecture reviews with a focus on scalability and resiliency.
- Mentor developers and operations teams on SRE practices.
The CCaaS Site Reliability Engineer (SRE) is responsible for ensuring the reliability, availability, performance, security, and operational excellence of the Contact Centre as a Service (CCaaS) platform. This role supports Amazon Connect, IVR, routing, APIs, Lambda functions, reporting pipelines, and integrated third-party platforms such as Verint, Nuance, Pindrop, NICE, TPSS, and CRM systems.
The SRE will drive automation, observability, incident response, resiliency engineering, and continuous service improvement while partnering with Development, DevOps, Infrastructure, Security, Business, and Vendor teams.
- Deploys, configures, and monitors code as well as the availability, latency, change management, emergency response, and management capacity of services in production.
- Helps the development and operations teams establish Service level indicators (SLIs), Service level objectives (SLOs) and Error budgets.
- Performs automation to increase efficiency and decrease risk like log analysis, performance tuning, patch application, testing of production settings, incident response, and post-mortem analysis.
- Supports in system design consulting, platform management, and capacity planning.
- Debugs production issues across services and levels of the technology stack.
- Improves service health visibility by recording metrics, logs, and traces across all services in order to pinpoint the reasons of an incident.
- Computes the cost of SLA breaches and assists management in calculating the impact of system reliability. Helps development and operations teams understand the cost of downtime.
- Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
- Provides specialized consulting, analytical and technical support.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works independently and regularly handles non-routine situations.
- Broader work or accountabilities may be assigned as needed.
- Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.
Qualifications:
Foundational level of proficiency:
- DevOps.
- Cybersecurity and privacy concepts, principles and solutions.
- Emotional agility
Intermediate level of proficiency:
- IT infrastructure library.
- Robot Process Automation.
- Cloud Computing.
- Configuration Management.
- Container Orchestration.
- System Design and Implementation.
- Incident management.
- Learning Agility.
- Building and managing relationships.
- Verbal & written communication skills.
- Collaboration & team skills.
- Analytical and problem solving skills.
- Data driven decision making.
Advanced level of proficiency:
- alerting & log configuration with opensearch, cloud watch
- Dynatrace or any other APM tool configuration & dashboarding
- Automation and Automation Pipelines.
- Automated Testing.
- Typically between 5 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Deep knowledge and technical proficiency gained through extensive education and business experience.
Salary:
Pay Type:
The above represents BMO Financial Group’s pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Us
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://jobs.bmo.com/ca/en.
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.
Skills Required
- DevOps proficiency
- Cybersecurity and privacy concepts, principles, and solutions
- ITIL proficiency
- Robotic Process Automation proficiency
- Cloud computing proficiency
- Configuration management proficiency
- Container orchestration proficiency
- System design and implementation proficiency
- Incident management proficiency
- Alerting and log configuration with OpenSearch and CloudWatch
- Dynatrace or another APM tool configuration and dashboarding
- Automation and automation pipelines
- Automated testing
- Typically 5–6 years of relevant experience
- Post-secondary degree in a related field or equivalent education and experience
- Analytical and problem-solving skills
- Verbal and written communication skills
- Collaboration and team skills
- Data-driven decision-making skills
- Building and managing relationships
- Learning agility
- Emotional agility
BMO Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BMO and has not been reviewed or approved by BMO.
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Parental & Family Support — Paid parental leave up to 16 weeks at full pay for all new parents, plus up to $20,000 for adoption, surrogacy, and fertility, and 10 days of paid backup childcare indicate robust family support. These elements stand out within BMO’s U.S. package.
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Retirement Support — A 401(k) design combining a core employer contribution with dollar-for-dollar matching up to a set portion of pay, plus immediate vesting on match and employee contributions, signals strong retirement funding. The core contribution’s three-year vesting is clearly defined.
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Leave & Time Off Breadth — Vacation accrual scales with grade and service, alongside 9–10 paid holidays and additional paid time off buckets (bereavement, school activities, civic duties, blood donation, volunteering). This breadth offers multiple avenues for time away beyond standard vacation.
BMO Insights
What We Do
At BMO, banking is our personal commitment to helping people at every stage of their financial lives. The truth is, people’s needs change: so we change too. But we never change who we are. Which means we’ll never waiver from providing our customers the best possible banking experience in the industry. Our incredible team of over 46,000 people is just the tip of the iceberg. You should get to know us. We’re here to help.
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