Bilingual Senior Technical Architect (Contact Center)

Bell Canada; Montreal; Hybrid; CAD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Bilingual Senior Technical Architect to drive innovation in contact center solutions. This role demands expertise in CCaaS and cloud technologies, where you will design and implement advanced solutions for enterprise clients. You'll collaborate with diverse teams, mentor junior members, and stay ahead of market trends. If you thrive in a dynamic environment and are passionate about technology, this opportunity offers a chance to make a significant impact in a supportive and inclusive workplace.

Benefits

Comprehensive compensation package

Flexible work hours

Discounts on services

Inclusive workplace

Support for accommodations

Qualifications

• Experience in designing and implementing complex contact center solutions.
• Proven ability to mentor and lead teams effectively.

Responsibilities

• Design and document contact center solutions integrating industry products.
• Lead delivery of CCaaS solutions and support development teams.

Skills

CCaaS solutions

Cloud computing

Software architecture

DevOps

Natural Language Processing

Problem-solving

Communication skills

Education

Bachelor's degree in Computer Science

Intermediate certifications in cloud computing

Tools

Genesys

NICE

AWS

Google Cloud

Job description

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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. 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.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next-generation services to businesses and governments.

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 knowledge of software architecture, cloud computing, security, and DevOps. The candidate should have a proven ability to design, implement, and maintain highly complex, large-scale solutions. The ideal candidate will be proactive, able to 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 with industry-known products such as Genesys, NICE, AWS, and/or Google.
• Oversee delivery of contact center solutions (CCaaS), including Natural Language (NLU/NLP), Conversational Robots (AI chat/voice Bots), WFM, WFO, and/or Self Service IVR with call routing technologies.
• Support development and integration teams in 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 Sales and Project Management teams.
• Support 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, industry best practices, and market trends, proactively identifying opportunities for improvement, innovation, and automation.

Leadership Skills

• Solid knowledge of Contact Center solutions and product suites within one or more of the following: Genesys, NICE, AWS, 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 understanding.
• Highly adaptable and resourceful: Quickly masters new situations, demonstrating responsiveness to evolving demands.
• Collaborative team builder: Promotes a unified team environment by actively challenging divisive thinking and fostering shared purpose.
• Dedicated mentor and coach: Provides guidance, support, and mentorship to junior team members, fostering 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 expertise.
• Knowledge of database systems, data lakes, and data warehouses.
• Fluent in English and French, spoken and written.

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

For hybrid work arrangements, successful candidates must be based in Canada and report to a Bell office at least 3 days a week. Bell offers flexible work hours based on business needs.

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

We prioritize caring for our team members, offering a comprehensive compensation package, including a competitive salary, benefits, and discounts on Bell services and partner offers.

Bell fosters an inclusive and accessible workplace where all team members feel valued and supported. We encourage applicants requiring accommodations during the hiring process to contact us confidentially.

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