AWS Connect Application Specialist — 24/7 On-Call Support

Bell; Toronto; Hybrid; CAD 90,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

35% discount on Bell services

Hybrid work arrangement

Job summary

Bell Canada is seeking a highly motivated Specialist Application to join our Network team. This hybrid role collaborates with contact center architects, network architects, product owners, scrum masters and developers to provide application and infrastructure support, maintenance and 24/7 monitoring for business customers.

You will troubleshoot, implement innovative solutions, prevent downtime, and help maintain service availability across Bell.

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.
• Proficient in programming and scripting languages (e.g., Java, JavaScript, SQL)
• Familiarity with databases, networking, system administration, and VoIP technologies
• 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

Leadership

Communication

Bilingual French/English

Problem solving

Tools

AWS Connect

Genesys Cloud

Genesys Engaged

Genesys PureConnect

Genesys WFM

Nice CX

Verint

VoIP

Java

JavaScript

SQL

Job description

Bell Canada is seeking a highly motivated Specialist Application to join our Network team. This hybrid role collaborates with contact center architects, network architects, product owners, scrum masters and developers to provide application and infrastructure support, maintenance and 24/7 monitoring for business customers.

You will troubleshoot, implement innovative solutions, prevent downtime, and help maintain service availability across Bell.