Sr. SRE Engineer (CCaaS)

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.

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

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.