Amazon Connect Developer/Designer

Role Summary:

We are looking for an experienced, hands-on Amazon Connect Developer to join the BMO Amazon Connect transformation initiative. The candidate should have strong end-to-end Amazon Connect implementation experience and be comfortable independently designing, configuring, developing, integrating, testing, and troubleshooting contact-center solutions.

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/SysOps 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.