Software Engineer III
BMO Financial Group1 day ago
Toronto, CanadaSenior
Base Salary
$56k - $120k/yr
Responsibilities
- Translate business and user requirements into technical specifications, software features, configurations, and design documentation.
- Develop, configure, test, implement, maintain, and troubleshoot Genesys Cloud CX applications and services.
- Build and manage Genesys Cloud Architect IVR flows, inbound and outbound routing, menus, prompts, schedules, data actions, and related configurations.
- Implement Genesys Cloud Voice, digital channels, chatbot flows, workforce management, knowledge management, and CRM or enterprise integrations.
- Develop API-based integrations using Genesys Cloud APIs, REST APIs, SDKs, webhooks, OAuth 2.0, JSON, and Python.
- Prepare deployment plans, implementation procedures, validation checklists, rollback plans, release documentation, runbooks, and troubleshooting guides.
- Perform unit, integration, UAT, regression, and production validation testing.
- Provide production and operational support, participate in on-call and after-hours support, resolve high-priority issues, and perform root-cause analysis.
- Coordinate with Genesys or vendor support and follow security, logging, performance, change management, release management, and risk management standards.
Requirements
- 3+ years of hands-on experience with Genesys Cloud CX development and configuration.
- Strong experience with Genesys Cloud Architect, including IVR, call flows, menus, routing, prompts, schedules, and data actions.
- Strong knowledge of Genesys Cloud Voice, including ACD, queues, skills, DID and telephony configuration, SIP/BYOC concepts, call recording, callbacks, transfers, and voicemail.
- Hands-on experience with Genesys Cloud Digital channels, including Web Messaging, SMS, email, and digital routing.
- Experience developing Genesys Cloud bots and chatbots with conversational flows, intents, self-service, fallback handling, and bot-to-agent escalation.
- Hands-on experience with Genesys Cloud Workforce Management, including forecasting, scheduling, planning groups, work plans, adherence, intraday management, and time-off balance.
- Experience with Genesys Cloud Knowledge Management, including knowledge bases, articles, categories, and agent or customer knowledge experiences.
- Experience integrating Genesys Cloud with CRM and enterprise applications using APIs, REST APIs, SDKs, Architect Data Actions, webhooks, OAuth 2.0, and JSON.
- Understanding of API authentication, HTTP methods, error handling, data mapping, event-driven integrations, and webhooks.
- Experience with Python and building integrations between Genesys Cloud and third-party or enterprise applications.
- Experience with Genesys Cloud configuration migration, deployment, change management, and production release processes.
- Experience providing application and platform support in a production contact-center environment, including incident, problem, and change management.
- Strong troubleshooting skills across voice, digital, Architect, chatbots, WFM, KM, APIs, integrations, and agent applications.
- Ability to troubleshoot high-priority contact-center issues within defined SLAs and perform root-cause analysis.
- Experience analyzing interaction data, logs, API responses, Architect flows, configurations, and system behavior.
- Ability to participate in on-call duty and provide after-hours support for critical issues and business continuity.
- Genesys Cloud certification such as Genesys Cloud Developer or Architect is preferred.
- Experience with BYOC Cloud, SIP, SBC, enterprise telephony, Genesys Cloud Analytics, Quality Management, or enterprise-scale contact-center transformation and migration projects is preferred.
Benefits
- Health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans are offered.
- The role includes training, coaching, manager support, and network-building opportunities.
- The position is salaried and based at 250 Yonge Street; no remote or hybrid arrangement is stated.
About BMO Financial Group
BMO Financial Group is a publicly traded North American bank offering personal and commercial banking, wealth management, and capital markets services to consumers, businesses, and institutions. Founded in 1817 and headquartered in Toronto, it operates in Canada and the United States, including BMO Bank N.A. in the U.S. The company is listed on the NYSE and TSX under the symbol BMO.