Applications Specialist

EPIC Information Solutions Inc.; Ottawa; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications provider is seeking a Specialist Application to support business customers with application and infrastructure maintenance. The role involves troubleshooting, preventing downtime, and enhancing customer satisfaction. The ideal candidate will have at least 3 years of relevant experience, hands-on knowledge of Contact Center platforms, and be bilingual in French and English. This full-time position is hybrid, requiring presence in Ottawa.

Benefits

Comprehensive compensation package

Medical, dental, vision, and mental health benefits

35% discount on Bell services

Qualifications

• Minimum of 3 years of experience in a relevant technical or product management role.
• Hands-on experience with Contact Center platforms like Genesys, Nice, PureConnect, etc.
• Proficient in programming and scripting languages (Java, JavaScript, SQL).
• Solid understanding of networked systems including client/server architecture.
• Demonstrated ability to lead transformation and solve complex problems.

Responsibilities

• Find and implement innovative solutions to improve service.
• Troubleshoot and resolve technical problems for customers.
• Prevent downtime of Contact Center applications and infrastructure.
• Solidify customer loyalty and satisfaction.
• Work in synergy with partners and stakeholders.

Skills

Problem-solving

Technical troubleshooting

Analytical skills

Bilingual communication in French and English

Leadership

Tools

Genesys Cloud

Java

SQL

Cisco

VoIP technologies

Job description

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. 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.

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 specialists, network architects, product owners, scrum masters, and developers.

"Req Id: 425377"

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 technical or product management role
• Hands-on experience with Contact Center platforms such as Genesys Cloud, Genesys On-premises, Nice CX, PureConnect, Verint, Avaya, Cisco, and AudioCodes
• Proficient in programming and scripting languages (e.g., Java, JavaScript, SQL)
• Solid understanding of networked systems including client/server architecture, web applications/services, and layered application design
• Familiarity with databases, networking, system administration, and 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 required

Preferred Qualifications

Additional Requirements

• Federal Security Clearance: Must be eligible to obtain a Federal Security Clearance

Adequate knowledge of French is required for positions in Quebec.

Position Details

• Position Type: Management
• Job Status: Regular - Full Time
• Job Location: Canada : Quebec : Montreal; Canada : Ontario : Ottawa
• Work Arrangement: Hybrid
• Application Deadline: 09/16/2025

For work arrangements that are Hybrid, successful candidates must be based in Canada and report to a Bell office for a minimum of 3 days a week. Bell offers flexibility in work hours based on business needs.

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

We offer a comprehensive compensation package including a competitive salary and benefits to support the well-being of you and your family. As a Bell team member, you’ll have access to medical, dental, vision and mental health benefits, plus a 35% discount on Bell services and exclusive partner offers.

Bell is committed to an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. We encourage individuals who may require accommodations during the hiring process to let us know.

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