Senior Integration Consultant - Contact Centre

Bell Canada; Toronto; Hybrid; CAD 125,000 - 150,000; Full time

Job summary

A leading telecommunications provider in Toronto is seeking a Senior Integration Consultant to enhance their Contact Centre Professional Services team. This role involves developing and optimizing contact centre solutions, integrating advanced technologies, and enhancing customer experience. Ideal candidates will have a Bachelor’s degree in Computer Science or IT, experience with cloud-based solutions, and proven implementation capabilities. This full-time position offers competitive salary and benefits, alongside a hybrid work model.

Benefits

Competitive salary

Comprehensive benefits package

35% discount on services

Qualifications

• Proven experience in technical solution integration.
• Experience delivering cloud-based solutions like CCaaS.
• Familiarity with serverless technologies.

Responsibilities

• Develop and configure contact centre solutions.
• Lead development teams for Contact Centre solutions.
• Collaborate closely with Sales and Project Management.
• Implement and oversee production deployment.

Skills

Technical solution integration

Team collaboration

Project delivery management

Knowledge of Genesys Cloud platform

Cloud-based solutions

Customer satisfaction management

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

Genesys

AWS

Google

NICE

Job description

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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 provide a supportive and 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.

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.

Summary

We are seeking a Senior Integration Consultant to join our Contact Centre Professional Services team, which helps clients assess, design, implement, and optimize their contact centre solutions and operating models. Our comprehensive service offering spans the full transformation lifecycle—from strategic advisory and cloud migration to AI‑driven automation, workforce optimization, and ongoing support. This team partners closely with clients to modernize technology stacks, enhance operational efficiency, and improve customer experience.

In this role, we are looking for someone with proven experience in technical solution integration and supporting contact centre solutions, or experience successfully integrating technologies in other verticals/domains.

Key Responsibilities

• Participate in the development and configuration of contact centre solutions (CCaaS), including components related to Natural Language (NLU/NLP), Conversational Robots (AI – chat/voice Bots), WFM, WFO, and Self‑Service IVR with call routing technologies.
• Lead development teams in building the Contact Centre solution.
• Oversee production implementation.
• Participate in meetings with clients, internal teams, and external partners.
• Collaborate closely with Sales and Project Management teams.
• Participate in functional and technical analysis, including designing the target solution.
• Assist Project Managers in planning solution delivery steps, deployment phases, quality assurance guidelines, and production implementation planning.
• Provide leadership to QA teams during solution testing.
• Stay abreast of emerging technologies, industry best practices, and market trends, proactively identifying opportunities for improvement, innovation, and automation.
• Proactively address challenges with immediate and effective action.
• Adapt quickly to new situations, demonstrating responsiveness to evolving demands.
• Foster collaboration by challenging divisive thinking and promoting a shared sense of purpose.

Critical Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience
• Knowledge of the Genesys Cloud platform.
• Knowledge of contact centre solutions or product suites from vendors such as Genesys, NICE, AWS, and/or Google, as well as CRMs.
• Ability to work as part of a team and maintain customer satisfaction throughout the project delivery cycle.
• Ability to manage multiple delivery activities and priorities simultaneously.
• Experience delivering cloud‑based solutions (CCaaS, Amazon Connect, Twilio, Google).
• Proven experience working with a wide variety of software and hardware technologies, and cloud‑based solutions.
• Experienced in cloud computing architectures such as IaaS, CCaaS, PaaS, and SaaS, and familiarity with serverless technologies.

#LI-SS1

Adequate knowledge of French is required for positions in Quebec.

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. 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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