Solution and Strategy Advisor, IVR and Routing

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City : Montreal

Category : Administrative, Clerical

Industry : Telecommunications

Employer : Bell

Req Id: 250292 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we're revolutionizing how Canadians communicate.

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

Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.


The team

The Bell Operational Planning and Technology - CCI (IVR & Routing ) Design & Delivery Team is at the forefront in the design and delivery of large capital and IT dependent contact centre infrastructure programs focused on supporting the achievement of Bell’s Strategic Imperatives through IVR and Routing solutions. The team functions as trusted advisors and subject matter experts to drive customer focused solutions in a shared services environment for Bell and its subsidiaries.

If you have demonstrated experience planning and delivering cross-functional project teams on Customer facing, technology based and complex projects, this is a great opportunity to contribute to Bell’s strategic imperatives.

Position Description

Reporting directly to the Senior Manager, Customer Experience - IVR & Routing, the Solution and Strategy Advisor will be the subject matter expert responsible for owning and leading their portfolio strategic direction and alignment, including mapping out 1-5 year strategy, determining risks, opportunities & interrelationships with other programs and lobbying support/ gaining alignment from Directors and Executives.

We require an agile and innovative individual, who is able to work in a fast-paced environment to take ownership of the initiatives and possessing the ability to find innovative solutions to complex business problems where others face difficulties. The candidate must be a highly customer focused, strong leader and recognized subject matter expert, as well as a creative, collaborative team player with superior influencing skills who builds relationships easily across various stakeholder groups to move initiatives forward. We are looking for someone with sound business vision and the ability to translate business needs into holistic solutions. A passion for improvement and an ability to prioritize and drive change in a complex environment are required. A passion for improvement and an ability to prioritize and drive change in a complex environment are required. A detailed approach and a process-oriented mindset are also required

Job Duties/Accountabilities

    • Subject matter expert in IVR and/or Routing technical design and Customer experience solutions
    • Analyze and evaluate customer-level data to provide strategic recommendations/customer insights and identify opportunities for improvement
    • Act as subject matter expert within technical areas (Front-end, Back-end, SQL, Reporting, DBA)
    • Lead process documentation and skills development initiatives for the larger team
    • Explore and implement new technology standards to help drive innovation, system performance and world class customer experience
    • Engage and build strong relationships with Senior Segment stakeholders to incorporate their goals/needs and to ensure alignment to and adoption of solutions
    • Provide regular updates on the Portfolio Program status, including risks and risk management approaches to senior management
    • Comfortable communicating at all different level, from cross-functional to executive
    • Actively lead the creation of business cases and financial forecasts to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies
    • Mentor team members
    • Plan the design and delivery of IVR and Routing solutions and cross-functional projects involving change management and systems implementation from concept to execution.
    • Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
    • Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.)
    • Process map critical processes to create CMO and FMO and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action

Experience / Core Competencies

    • University Degree in Business, Engineering, Computer Science, Communications or Marketing
    • Strong analytical & problem solving skills and demonstrated ability to be highly creative in formulating solutions
    • Mastery of ASP.NET (Version 4+ & Core), Entity Framework, JavaScript, jQuery, React.JS, XML, AJAX, JSON, HTML5, XHTML, CSS3, Visual Studio Team Foundation Server (TFS)
    • Strong knowledge of Windows environment, SAS and Teradata
    • Proficient in Microsoft SQL Server 2008+
    • Experience in relational database design and development
    • Solid mathematical and analytical skills
    • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.
    • Strong technical and design subject matter expertise with Avaya & Cisco routing systems and/or with DTMF and Voice Recognition IVR solutions and knowledge of the designs applied at Bell across multiple segments and LOBs
    • Possess a multi-faceted view of how the business is changing, and identify opportunities to evolve
    • Creative, out of the box thinker
    • Passion for driving exceptional customer experience
    • Autonomous, decision maker able to effectively assess business and customer risks related to technical solutions
    • Strong analytical & problem solving skills and demonstrated ability to be highly creative in formulating solutions
    • Authentic, professional and confident communicator able to influence through effective communication and presentation skills
    • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts
    • Ability to work in a fast paced, dynamic environment and manage multiple projects through effective prioritization
    • Autonomous, very dynamic and capable of decision-making
    • High capacity to learn and work under pressure to meet tight deadlines
    • Experience and knowledge of Angular Web Framework would be considered an asset



Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 


Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal 
Application Deadline: 06/05/2020 


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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: Canada, QC, Montreal

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