AWS Connect & Contact Center Specialist (On-Call)

Bell Canada; Toronto; Hybrid; CAD 85,000 - 115,000; Full time

Benefits offered by this job

35% employee discount on Bell services

Comprehensive benefits package

Job summary

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

The role requires a minimum of 3 years in a CC tech or PM role, strong AWS Connect and telephony skills, and the ability to lead with agility in a hybrid Canadian workplace.

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) is mandatory.
• 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 client/server architecture, web apps and services, and VoIP technologies.
• Demonstrated ability to lead transformation with agility and communicate across all levels.
• Fluent in English; French preferred; adequate knowledge of French for Quebec positions.

Responsibilities

• Motivate to find and implement innovative solutions that improve service for customers.
• Troubleshoot and resolve technical problems for customer solutions.
• Proactively prevent downtime of Contact Center applications and infrastructure.
• Strengthen customer loyalty, relationships and satisfaction.
• Collaborate with partners and stakeholders across Bell.
• Lead and maintain solution stability and service availability.
• Work with Cloud and on-premise contact center solutions.

Skills

Bilingual (French & English)

Tools

AWS Connect Platform

Genesys Cloud

Genesys Engaged

Genesys PureConnect

Genesys WFM

Nice CX

Verint

Avaya

Cisco

AudioCodes

Job description

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

The role requires a minimum of 3 years in a CC tech or PM role, strong AWS Connect and telephony skills, and the ability to lead with agility in a hybrid Canadian workplace.