Bilingual Senior Technical Architect (Contact Center)

Bell Canada; Montreal; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Bilingual Senior Technical Architect to innovate and deliver advanced contact center solutions. This role is pivotal in shaping enterprise-scale customer experiences through cutting-edge technologies in cloud computing, security, and software architecture. You'll lead initiatives, mentor team members, and collaborate closely with sales and project management teams to ensure successful delivery. Join a diverse and inclusive team that values your contributions and offers a comprehensive benefits package, including health coverage and discounts on services. If you're passionate about technology and ready to make a significant impact, this opportunity is for you.

Benefits

Medical benefits

Dental benefits

Vision benefits

Mental health benefits

35% discount on services

Flexible work hours

Exclusive offers from partners

Qualifications

• Deep understanding of CCaaS solutions and software architecture.
• Experience with cloud computing architectures and serverless technologies.
• Proficient in both English and French, spoken and written.

Responsibilities

• Design and document contact center solutions, integrating with industry products.
• Oversee delivery of CCaaS solutions and support development teams.
• Proactively identify and address complex technical challenges.

Skills

CCaaS solutions

Software architecture

Cloud computing

Security

DevOps

Problem-solving

Effective communication

Mentorship

Education

Bachelor's degree in Computer Science

Intermediate certifications in cloud computing

Advanced certifications preferred

Tools

Amazon Connect

Twilio

Google Cloud Platform

Genesys

NICE

AWS

Job description

Bilingual Senior Technical Architect (Contact Center)

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

We are seeking a highly accomplished and experienced Contact Center Senior Technical Architect to join our team. This role requires a seasoned professional with a deep understanding of CCaaS solutions, along with being knowledgeable on software architecture, cloud computing, security, and DevOps, and has a proven ability to design, implement, and maintain highly complex, large-scale solutions. The ideal candidate will be a proactive and can drive initiatives, mentor others, and contribute significantly to the overall success of the Contact Center Practice.

Key Responsibilities

• Design and document contact center solutions, including integration to other industry known products for the follow: Genesys, NICE, AWS and/or Google.
• Oversee delivery of contact center solutions (CCaaS), such as Natural Language (NLU/NLP), Conversational Robot (AI – chat/voice Bots), WFM, WFO and/or Self Service IVR with call routing technologies, etc.
• Support the development and integration teams in our delivery model, which includes activities such as solution sizing, configuration, development and integration of contact centre solutions.
• Lead and participate in functional/technical analysis.
• Produce feasibility and effort estimates.
• Collaborate closely with the Sales and Project Management teams.
• Supports the integration team to ensure top quality delivery.
• Develop and maintain comprehensive architectural documentation, including diagrams, specifications, and implementation plans.
• Proactively identify and address complex technical challenges, implementing innovative solutions to overcome obstacles.
• Stay abreast of emerging technologies and industry best practices, market trends, proactively identifying opportunities for improvement, innovation and automation.

Leadership Skills

• Solid knowledge of Contact Center solutions & product suites within one or more of the following editors: Genesys, NICE, AWS and/or Google.
• Decisive Problem Solver: Proactively addresses complex challenges with immediate and effective action.
• Strategic and Adaptable Thinker: Analyzes problems comprehensively, incorporating new information and perspectives to develop innovative solutions.
• Effective and Empathetic Communicator: Tailors communication style and content to resonate with diverse audiences and achieve optimal understanding.
• Highly Adaptable and Resourceful: Quickly masters new situations, demonstrating skillful responsiveness to evolving demands.
• Collaborative Team Builder: Promotes a unified team environment by actively challenging divisive thinking and fostering a shared sense of purpose.
• Dedicated Mentor and Coach: Provides guidance, support, and mentorship to junior team members, fostering their professional growth.

Critical Qualifications

• Cloud solution delivery experience is an asset (Amazon Connect, Twilio, Google).
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Intermediate certifications in cloud computing (e.g., AWS, Azure, GCP) and networking (e.g., CCNA, CCNP). Advanced certifications preferred.
• Understanding of software development principles, methodologies (Agile, Waterfall, DevOps), and concepts.
• Proven experience working with a wide variety of software and hardware technologies, including on-premise and cloud-based contact center solutions.
• Experienced in cloud computing architectures, including IaaS, CCaaS, PaaS, and SaaS, and experience with serverless technologies.
• Software development and systems integration.
• Database systems, data lakes and data warehouses.
• English & French, spoken and written.

Position Type: Management

Job Status: Regular - Full Time

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.

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

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.

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