Platform Specialist - Remote

Application Deadline:

03/17/2026

Address:

VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO

Job Family Group:

Technology

Serves as an advisor and partner between the business and technology to deliver customer care platform capabilities for BMO Virtual Connect. Provides subject matter expertise for platform initiatives such as telephone banking, Natural Language IVR and advanced call analytics. Delivers business outcomes of Amazon Connect platform, from planning through launch, optimization and backlog development.
• Develops solutions and makes recommendations on business-managed Amazon Connect platform capabilities such as Contact Lens.
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships and collaborate closely with telephony business support and technology teams.
• Provides input into the planning and implementation of operational programs.
• Supports business in system enhancements, platform updates and development.
• Provides platform expertise to establish key business initiatives/priorities to support & sustain the strategic direction.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Tracks capability performance metrics and milestones, makes recommendations for resolution and escalates as appropriate when issues arise.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Broader work or accountabilities may be assigned as needed.
 

Qualifications:
• Typically 2 - 4 years of relevant experience in platform administration, technology consulting, contact centre operations, or related fields.

• Strong attention to detail and willingness to quickly learn new platform capabilities.
• Hands on Amazon Connect/Genesys Cloud experience is an asset.

• Foundational understanding of speech analytics, conversational AI or AWS capabilities such as Amazon Lex, Polly or Lambda is an asset.

• Experience in financial services industry is an asset.

Salary:

$61,600.00 - $113,900.00

Pay Type:

Salaried

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.