Senior Technical Integrator (Contact Center)

Bell; Calgary; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Calgary is looking for a candidate with technical solution integration experience for contact centre solutions. Responsibilities include developing, configuring, and delivering advanced contact centre technologies. Ideal candidates should possess cloud delivery experience, strong teamwork skills, and bilingual capabilities in English and French.

Qualifications

• Experience in supporting contact centre solutions.
• Ability to manage multiple delivery activities simultaneously.
• Proven experience working with various software and technologies.

Responsibilities

• Develop and configure contact centre solutions (CCaaS).
• Participate in project meetings with clients and partners.
• Stay updated on emerging technologies and market trends.

Skills

Genesys Cloud knowledge

Contact Centre solutions knowledge

Team collaboration

Cloud solution delivery

Bilingual (English & French)

Education

Bachelor’s degree in Computer Science or related field

Tools

AWS

Google Cloud

NICE

Job description

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.

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 candidates that have technical solution integration experience to join our team. The ideal candidate would have experience in supporting contact centre solutions or have experience in successfully integrating technologies in other verticals/domains.

Bell would provide a training program of the editor’s solution and assign mentors to support learning and adaptation of our program as well have candidates have hands-on the solution.

Key Responsibilities

• Participate in the development and/or configuration of contact centre solutions (CCaaS), which would include components that relate to Natural Language (NLU/NLP), Conversational Robot (AI – chat/voice Bots), WFM,
• WFO and/or Self Service IVR with call routing technologies, etc.
• Supported by colleagues, you will be assigned to projects and guided to successfully deliver/migrate technical solutions.
• You will participate in meetings, including those of clients, internal teams, and external partners.
• Participate in functional/technical analysis, defining the target solution.
• Stay abreast of emerging technologies and industry best practices, market trends, proactively identifying opportunities for improvement, innovation and automation.

Critical Qualifications

• Knowledge of the Genesys Cloud platform
• Knowledge of Contact Centre solutions or product suites that derive from one or more of the following editors: Genesys, NICE, AWS and/or Google, as well as CRMs.
• Capability to work as a team and address customers in manner to upkeep their satisfaction throughout the whole project delivery cycle.
• Capability to manage several delivery activities simultaneously as well as priorities.
• Cloud based solution delivery experience (CCaaS, Amazon Connect, Twillio, Google).
• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
• 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 experience with serverless technologies.
• English & French, spoken and written.
• Security Clearance for Federal Government

Preferred Qualifications

• Decisive Problem Solver: Proactively addresses 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: Masters new situations, demonstrating skillful responsiveness to evolving demands.
• Collaborative Team Builder: Actively challenging divisive thinking and fostering a shared sense of purpose.
• Dedicated Mentor and Coach: Open to accept guidance, support, and mentorship to foster professional growth.

Bell is proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. We encourage individuals who may require accommodations during the hiring process to let us know.

Bell is an equal opportunities employer and welcomes applications from diverse candidates.