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BMO Financial Group Sr. Contact Centre Developer in Mississauga, Ontario


2465 Argentia Road

Job Family Group:


Supports the design and front-end development of new features and functionality across BMO’s digital channels and properties. Brings design expertise and discipline to understanding users’ needs, creating new solutions and solving problems focused on how customers and employees engage with our products. Works closely with User Experience (UX) and Visual Designers, Initiative Managers, Product Owners, and Technology stakeholders to support user experience improvements across multiple technologies and properties such as web, mobile, and tablet applications. Ensures consistent application of BMO’s design system standards.


  • Provides strategic input into business decisions as a trusted advisor.

  • Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.

  • Acts as a subject matter expert on relevant regulations and policies.

  • May network with industry contacts to gain competitive insights and best practices.

  • Influences and negotiates to achieve business objectives.

  • Identifies emerging issues and trends to inform decision-making.

  • Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.

  • Leads the design and delivery of assigned deliverables and creative assets.

  • Acts as the prime subject matter expert for internal/external stakeholders.

  • Ensures alignment between stakeholders.

  • Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

  • Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

  • Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.

  • Leads the design, implementation and management of core business/group processes.

  • Work closely with the group leader to plan and implement operations around people, process and tools.

  • Maintains and manages updates to digital standards guides, directory structures, digital assets, etc. in support of the BMO user experience design system.

  • Designs solutions; writes code; performs unit testing; develops design artifacts and documentation; and facilitates final delivery.

  • Support production issues, including independently completing root-cause analysis and diagnosis.

  • Implements existing design patterns, style guides, and accessibility guidelines, while contributing to their continuous improvement.

  • Decomposes user stories and translates them into detailed design specifications and code; deliver pixel-perfect functional templates based on designs provided.

  • Interacts with key business & technology stakeholders to define, analyze, and deliver requirements that reflect the needs of both the business and end-customers.

  • Support the management of specific product backlog deliverables and outcomes, including managing individual backlog items to completion, as required delivering milestone objectives.

  • Builds effective relationships with internal/external stakeholders.

  • Collaborates with internal and external stakeholders to support planning, implementation and sustainment of the design operations. e.g. other design partners, researchers, digital product owners, technology partners.

  • Analyzes data and information to provide design insights and recommendations (e.g. industry best practices, client feedback, new vendor offerings, competitor practices, website, process and business metrics).

  • Implements metrics e.g. site behaviour metrics; tracking tags to provide information for performance measurement and reporting.

  • Participates in the design, implementation and management of core business/group processes.

  • Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.

  • Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.

  • Implements changes in response to shifting trends.

  • Broader work or accountabilities may be assigned as needed

    Key Accountabilities:

  • Interacts with key business & technology stakeholders to define, analyze, and deliver requirements that reflect the needs of both the business and end-customers

  • Decomposes business requirements and translate them into detailed design specifications and code

  • Assesses the costs and benefits for different solutions and recommends / decides on appropriate designs

  • Designs solutions, writes code, performs unit testing, develops appropriate artefacts / documentation, and facilitates final delivery

  • Builds solutions that are supportable, scalable and achieve our aspiration of common assets, use the enterprise monitoring/logging, require minimal to zero maintenance and are aligned with architectural patterns and technology strategy

  • Devises new algorithms and data structures for target environment and platform attributes in alignment with architectural patterns

  • Recommends or automates approaches to streamline and integrates technological processes and/or systems to improve operational efficiency and effectiveness

  • Supports production issues, including Independently completes root-cause analysis and diagnosis

  • Evaluates new technologies for fit with the program/system/eco-system and the associated upstream and downstream impacts on process, data, risk (e.g., security).

  • Works toward the objective of defect free software. Ensures that systems functionally meet requirements, aligns with architecture and promotes the development of common assets.

  • Supports the resolution of production issues and problems. Makes recommendations to improve BMO processes & systems.

  • Supports the management of specific project deliverables & outcomes, including managing small projects to completion, as required to deliver business objectives

  • Identifies opportunities to strengthen the capability at BMO, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.

  • Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning

    Core Knowledge:

  • 10+ years of work experience in IT and 5+ years in programming in the Contact Centre domain

  • B.Sc./B. Eng. in computer science, engineering, information systems or mathematics

  • Knowledge of software development practices, concepts, and technology obtained through formal training and/or work experience

  • Understands the implications of various components (including technology strategy & architecture) to the overall design of a program, system, or eco-system

  • Knowledge of technical/business environment and processes

  • Proficient with Genesys call routing/treatment information gathering and routing design documentation

  • Ability to develop complex GVP and skill based routing strategies in IRD and Genesys Composer

  • Proffecient with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML)

  • Planning and configuring of Genesys environment, generating and implementing solutions

  • Routing strategies and subroutines development experience on Genesys Composer

  • Solid understanding of Genesys URS/ORS Routing, upgrading Voice Routing Strategies written in IRD

  • Well-rounded with Contact Centre software packages (Genesys Inbound, Routing, Reporting & Outbound, Callback)

    Nice to Have:

  • Experience with designing and developing Chat and SMS strategies

  • VXML IVR development

  • Working in a collaborative Agile environment

  • Previous working experience with a financial institution, technology manufacturer or service provider preferred

We’re here to help

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

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.

BMO Financial Group Serving customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.