Application Specialist (AWS)

Bell Canada; Ottawa; Hybrid; CAD 85,000 - 130,000; Full time

Benefits offered by this job

35% discount on Bell services

Comprehensive benefits: medical, dent,

Vision and mental health support

Job summary

Bell Canada is seeking a Specialist Application professional to provide application and infrastructure support, maintenance, and 24/7 on-call monitoring for our business customers. You will collaborate with contact center solution architects, network architects, product owners, scrum masters, and developers to ensure service stability and proactive support.

The role emphasizes continuous learning, agility, and strong communication across teams, with a hybrid work arrangement based in Canada.

Qualifications

• Minimum of 3 years of experience in a relevant Contact Center technical or product management role.
• Hands-on experience with AWS Connect Platform (IVR flows, routing and call recording features).
• Hands-on experience with Contact Center platforms such as Genesys Cloud, Genesys Engaged, Genesys PureConnect, Genesys WFM, Nice CX, Verint, Avaya, Cisco, and AudioCodes
• Familiarity with databases, networking, system administration, and Voice over IP (VoIP) technologies
• Demonstrated ability to lead transformation with agility, communicate effectively across all levels, and solve complex problems strategically
• Bilingualism (French and English) is preferred.
• Adequate knowledge of French is required for positions in Quebec.

Responsibilities

• Motivated to find and implement innovative solutions that improves service for our customers
• Troubleshoot and resolve technical problems for our customer solutions
• Proactively prevent downtime of the Contact Center applications and infrastructure using your technical and analytical skills
• Solidify customer loyalty, relationships and satisfaction
• Work in synergy with various partners and stakeholders
• Take the lead and maintain the solution stability and service availability across Bell
• Work with Cloud and on-premises contact centre solutions

Skills

Communication

Leadership

Agile

Cross-functional

Tools

AWS Connect Platform

Genesys Cloud

Genesys Engaged

Genesys PureConnect

Genesys WFM

Nice CX

Verint

Avaya

Cisco

Job description

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

Summary

Bell Canada is the Canadian leader in contact centre solutions. We are a dynamic team that provides support, monitoring and management of contact centre solutions for our business customers. Our Network team strives to deliver best in class customer solution’s stability and quality of service. We are passionate about end-to‑end and proactive support through our diverse family of experts. We succeed by evolving constantly and adopting new practices in order to achieve our objectives and maintain our balance between work and pleasure. If you join us, you will work with compassionate and supportive team members in a climate of collaboration and openness to change.
We are offering this exciting Specialist Application opportunity to a highly motivated, creative, and disciplined person that possesses an exceptional positive attitude. This role will require you to work closely with team members such as contact center solution architects and specialist, network architects, product owners, scrum masters, and developers. The Specialist Application will be primarily responsible for providing our business customers with application and infrastructure support, maintenance and 24/7 on‑call service monitoring.

Key Responsibilities

• Motivated to find and implement innovative solutions that improves service for our customers
• Troubleshoot and resolve technical problems for our customer solutions
• Proactively prevent downtime of the Contact Center applications and infrastructure using your technical and analytical skills
• Solidify customer loyalty, relationships and satisfaction
• Work in synergy with various partners and stakeholders
• Take the lead and maintain the solution stability and service availability across Bell
• Work with Cloud and on-premises contact centre solutions

Critical Qualifications

• Minimum of 3 years of experience in a relevant Contact Center technical or product management role
• Minimum 3 years hands-on experience with AWS Connect Platform (IVR flows, routing and call recording features) is mandatory.
• Hands-on experience with Contact Center platforms such as Genesys Cloud, Genesys Engaged, Genesys PureConnect, Genesys WFM, Nice CX, Verint, Avaya, Cisco, and AudioCodes
• Solid understanding of networked systems including client/server architecture, web applications/services, and layered application design
• Familiarity with databases, networking, system administration, and Voice over IP (VoIP) technologies
• Demonstrated ability to lead transformation with agility, communicate effectively across all levels, and solve complex problems strategically
• Committed to continuous learning and thrives under pressure in collaborative environments
• Bilingualism (French and English) is preferred.
• Adequate knowledge of French is required for positions in Quebec.

#LI-SS1

Adequate knowledge of French is required for positions in Quebec.

Additional Information

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well‑being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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