Senior Contact Center Transformation Consultant

Bell; Halifax; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental and Vision benefits

Mental health benefits

35% Bell service discount

Job summary

Bell Business Markets in Canada seeks a Senior Business Consultant – Contact Centre to guide clients through transformation, modernization of contact centre tech, and improvements in customer experience.

The role requires 7–10 years in contact center environments, bilingual in French/English, and a collaborative, analytical mindset. You will lead engagements, design future-state processes, and deliver outcomes across projects.

Qualifications

• University degree.
• 7–10 years of experience in the customer contact center environment.
• Knowledge of contact center operations and their relationships with other business units.
• Ability to develop and illustrate contact center processes and quality management tools.
• Proven ability to lead client engagements and deliver results.
• Analytical with the ability to research solutions and improve profitability.
• Excellent written and verbal communication in French and/or English.

Responsibilities

• Serve as trusted advisor on client mandates and lead engagements.
• Help clients modernize contact centre operations and achieve operational excellence.
• Develop future-state processes and customer journeys.
• Create high-quality deliverables including presentations and process flows.
• Design strategic roadmaps and transformation plans.
• Contribute to change management and knowledge sharing.

Skills

Client engagements

Analytical thinking

Cross-functional collaboration

Communication (French/English)

Change management

Presentation creation

Education

University degree

Tools

Genesys

Nice

PMP

Agile

Prosci

Job description

Bell Business Markets in Canada seeks a Senior Business Consultant – Contact Centre to guide clients through transformation, modernization of contact centre tech, and improvements in customer experience.

The role requires 7–10 years in contact center environments, bilingual in French/English, and a collaborative, analytical mindset. You will lead engagements, design future-state processes, and deliver outcomes across projects.