Contact Center Solutions Specialist

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

Job summary

A leading Canadian telecommunications company in Montreal is seeking a motivated Specialist Application to support contact center solutions. Responsibilities include troubleshooting technical issues and ensuring service stability. A minimum of 3 years' experience and bilingualism in French and English is required. This role offers flexible work arrangements and a competitive compensation package including health benefits, a service discount, and a positive workplace culture.

Benefits

Competitive salary

Medical, dental, vision, and mental health benefits

35% discount on services

Flexibility in work hours

Qualifications

• Minimum of 3 years in a relevant technical or product management role.
• Hands-on experience with Contact Center platforms.
• Solid understanding of networked systems and architecture.

Responsibilities

• Find and implement innovative solutions for customers.
• Troubleshoot technical problems.
• Prevent downtime in applications and infrastructure.

Skills

Problem solving

Technical troubleshooting

Customer relationship management

Agility in transformation

Bilingualism (French and English)

Tools

Genesys Cloud

Avaya

Cisco

Voice over IP (VoIP)

Job description

Overview

Bell Canada is the Canadian leader in contact centre solutions. We are a dynamic team that provides support, monitoring and management of contact centre solutions for our business customers.

Our Network team strives to deliver best in class customer solution’s stability and quality of service. We are passionate about end-to-end and proactive support through our diverse family of experts. We succeed by evolving constantly and adopting new practices in order to achieve our objectives and maintain our balance between work and pleasure. If you join us, you will work with compassionate and supportive team members in a climate of collaboration and openness to change.

We are offering this exciting Specialist Application opportunity to a highly motivated, creative, and disciplined person that possesses an exceptional positive attitude. This role will require you to work closely with team members such as contact center solution architects and specialist, network architects, product owners, scrum masters, and developers. The Specialist Application will be primarily responsible for providing our business customers with application and infrastructure support, maintenance and 24/7 on-call service monitoring.

A Government of Canada PSPC security clearance at level SECRET (Level II) is required for this position.

Key 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

Critical Qualifications

• Minimum of 3 years of experience in a relevant technical or product management role
• Hands-on experience with Contact Center platforms such as Genesys Cloud, Genesys On-premises, Nice CX, PureConnect, Verint, Avaya, Cisco, and AudioCodes
• Solid understanding of networked systems including client/server architecture, web applications/services, and layered application design
• Familiarity with databases, networking, system administration, and Voice over IP (VoIP) technologies
• Demonstrated ability to lead transformation with agility, communicate effectively across all levels, and solve complex problems strategically
• Committed to continuous learning and thrives under pressure in collaborative environments
• Bilingualism (French and English) is required

Preferred Qualifications

Additional Requirements

A Government of Canada PSPC security clearance at level SECRET (Level II) is required for this position.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

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. 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.

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