Bilingual Application Specialist (Genesys / NICE)

Bell Canada; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company in Montreal is looking for an Application Specialist in their Customer Operations team. This role provides 3rd level technical support for telephony-IT convergence solutions. The successful candidate must have a computer science degree, prior experience in contact center technologies, and strong problem-solving skills. The position is hybrid with a focus on customer service and relationship management.

Benefits

Competitive salary

Medical, dental, vision and mental health benefits

35% discount on company services

Qualifications

• Experience in contact center solutions for large centers.
• Knowledge of IVR solutions and workforce management.
• Compulsory communication skills in French and English.

Responsibilities

• Provide technical support and resolve customer issues.
• Ensure quality of services delivered to clients.
• Document activities in the trouble ticket system.

Skills

Problem solving

Telephony-computer convergence

Interpersonal relationships

Analytical mindset

Education

University degree in computer science

Tools

Genesys

Nice Engage

MS SQL Server

Windows server

Job description

Overview

Be a critical part of our Customer Operations team, which delivers world-class service and maintains thriving relationships with Bell customers. You will gain valuable experience and insights that you’ll use to address inquiries and concerns, provide technical assistance, process orders and service requests, manage customer accounts and ensure overall customer satisfaction. The application specialist will provide 3rd level technical support (applications) for telephony-IT convergence solutions (ITCs) for contact centers. The main function of the incumbent of this position is to analyze the root causes of problems and provide solutions. The successful candidate will provide technical support, resolve issues and incidents, make changes and perform maintenance activities.

Responsibilities

• Take responsibility for problem solving
• Provide support in its areas of expertise
• Diagnose incidents, problems and alarms, find solutions and follow up
• Manage activities in accordance with the Quality of Service Agreement with the assistance of application incident analysts
• Document and update all activities in the trouble ticket establishment system
• Conduct research and deployment activities to find, improve or maintain a solution
• Assume the following responsibilities within the team
• Ensure the quality of the services delivered
• Inform the ticket owner of any changes in the resolution
• Execute travel, addition and modification requests as needed
• Participate in resolving customer and partner requests delivered in accordance with existing processes
  • By email
  • By telephone
  • By teleconference
  • As part of meetings

Critical Qualifications

• Previous experience in contact center solutions for large centers (Genesys, Nice Engage, etc.)
• In depth knowledge of contact center technologies (IVR solutions, workforce management, registration)
• Telephony-computer convergence (CTI)
• Practical knowledge of the following:
  • Interactive voice response system
  • Windows and UNIX networking
  • TCP/IP protocol
  • MS SQL Server application
  • Windows server application
• University degree in computer science
• Knowledge of ITIL
• Ability to establish mandatory relationships to develop and maintain effective relationships with customers
• Skills in interpersonal relationships and teamwork essential for building successful relationships with internal partners and external clients to effectively resolve complaints and issues
• Ability to solve critical problems and analytical mindset to clarify, analyze and study customer needs, identify potential barriers and find solutions
• Compulsory verbal and written communication skills, in French and English

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Management

Job Status: Regular - Full Time

Work Arrangement: Hybrid

Application Deadline: 11/09/2025

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.

How to Apply

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

Benefits and Accessibility

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.

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.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy ( see Phenom for details ) to learn more about how we collect, use, and disclose your personal information.