City : Montreal, Quebec

Category : Customer Experience

Industry : Telecommunications

Employer : Bell

Req Id: 388714 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team. 

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

Summary:

As part of the Bell Business Market team, the Bell ICT team is in charge for the delivery of evolved solutions for Large Enterprise and Government Agencies. The contact center practice is specialized in the delivery of integration project using leading edge product technologies. The candidate is an accomplished expert in architecture, design and delivery of contact center solutions. The selected candidate will work as expert in key projects, will assist and lead the delivery teams while working in conjunction with our Project Management Office. Further more, this person will be working with our Product team to promote new technologies.

Role & Responsibilities:

• Oversee the National Architecture Council and support our sales and product teams in the strategic offers
• Design contact center solutions, including integration to other industry known products used for WFM and WFO, as well as integration of self-serve solutions
• Design system redundancy to ensure business continuity
• Design solutions that will meet customer peak period in an HA environment
• Support the development and integration teams in our delivery model, which includes integration with on-premise and multi-cloud solutions
• Lead and participate in functional analysis of Contact Center solutions
• Produces feasibility and effort estimates
• Produce architecture documents
• Collaborates closely with the Sales and Project Management teams
• Plans solution delivery steps, deployment phases, quality assurance guidelines, and identifies delivery team members
• Supports the integration team to ensure delivery

Key Skills:

• Solid knowledge of Contact Center solutions & product suites (Genesys or other)
• Knowledge of other contact centre solutions, such as workforce management, workforce optimization, including omni-channel and analytics, and others
• Knowledge of voice biometric technologies would be an asset
• Cloud solution delivery experience is an asset (Nice CXOne, Genesys Cloud, Amazon Connect or other)
• Strong customer skills, with work experience at customer sites
• LAN and IP internetworking                         
• Computer Science or Engineering background
• Software development and systems integration
• English & French, spoken and written

#LI-PG

#talent

#EmployeeReferralProgram  

Adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Quebec : Verdun || Canada : Ontario : Toronto || Canada : Quebec : Montreal 
Flexible work profile: Mobile
Application Deadline: 08/19/2022

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

Created: Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.