IVR Infrastructure & Application Development


  • Role:  Senior Project Manager
  • Client:  Bank of Montreal via Buck Consultants
  • Industry: Financial / Pensions
  • Project Types:  Infrastructure, Application Development
  • Scope: Enterprise
  • Team:  IT project team (8), external contractors
  • Budget:
  • Duration: 6 months (2001)


Managed design, development and delivery of a bilingual IVR application for BMO to provide enrollment and transactional capabilities for 33,000 employees to manage their DC pension plan. Managed in-house IT project team and external contractors.


  • Managed internal resources (8 technical/programming staff) for COM development, application integration and infrastructure management.
  • Negotiated and managed external contractors and multiple utility/telcom services for application development, telecom infrastructure upgrades and hardware acquisition.
  • Application included a scalable multi-line implementation, 2-tier call center connectivity and operations management with detailed activity tracking, analysis and reporting.


  • Enrollments exceeded planned targets of 50% enrollment of 33,000 employees during a tight 5 week enrollment period.
  • Application delivered on time and within budget on a compressed timeline of 6 months.
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