Role

Having a keen interest in new technologies and a strong background in business operations management, the advisory principal consultant is an experienced strategy and business design consultant on contact centre operations, focusing on customer experience and user experience. He/she is able to understand the concerns of business executives, directors and IT managers. Our customers come from different industries, and are starting or are planning their journey towards digital transformation or migration to the cloud. The ideal candidate will be able to support them in adopting these new technologies and help them develop a business vision aligned with their business transformation objectives. With their strong leadership skills, the desired candidate can influence decision-makers with respect to the technological choices that will help them realize their transformation vision.
He/she has a solid understanding of emerging technologies such as the cloud, IOT, AI, bots, workforce optimization, and their applications and impact on management processes. The consultant can easily understand and define customer needs with a view to developing efficient business solutions, assisting in defining the business vision, and translating business needs into technology requirements and processes. He/she can provide strategic guidance on governance and organizational change management as an organization transitions to a cloud-based model. 
The advisory principal consultant is bilingual, autonomous and enjoys working as part of a team.

Key Responsibilities

-Provide strategic advice and business guidance to customers to positively influence their digital transformation journey in terms of strategic planning, managing customer experience, human resources, work organization, process reviews and the organizational change management of technology solutions. Focus placed on CX/UX in the contact centre space
-Based on industry trends and best market practices, identify the key benefits regarding the acquisition of new business solutions and support potential clients in developing their business cases
-Prepare high-quality reports, powerful presentations on recommendations and findings for senior business leaders
-Interface between IT project resources and the business to translate business requirements into solutions specifications, ensure that transformation and change within the business are in tandem with the delivery of new IT solutions
-Partner with Bell’s sales representatives and technology specialists to identify customer needs, identify opportunities for Bell and create value propositions by designing complex solutions proposals that would help our customers successfully implement their modernization transformation programs
-Promote Bell and its professional services by meeting with potential customers, and by participating in conferences, presentations and other activities
 

Critical Qualifications/Competencies
    
-University degree
-At least 10 years of business operations management experience in a contact centre space
-Background in the design, development and deployment of complex business solutions, processes, programs, etc.
-Demonstrated leadership in the areas of IT operations, cloud computing, IT strategy, business architecture or enterprise architecture
-Knowledge and ability to develop and illustrate operational business processes 
-Strong customer focus. Proven ability to understand organizational challenges to be able to engage in a partnership that will meet the customer’s operational and business needs, and at the same time, improve the profitability of the customer’s centre
-Strong analytical, research and innovative skills as each solution is tailored to the customer’s needs
-Ability to build strong, strategic partnerships and create collaboration channels
-Highly flexible and can adapt to working in an undefined environment. Willingness to work at the customer’s site (frequent requirement)
-Excellent oral and written communication skills in English, including presentations to large audiences and executive presentations
-Experience in preparing presentations, proposals and reports 
-Competency in using Microsoft Office applications without assistance
-Ability to work within tight deadlines and manage stress
-Autonomous in managing deliverables and time management
-Bilingualism considered an asset

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