Specialist, Strategy and Analytics
in Montreal, QC

Montreal, QC
Full-time - Permanent
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Competition Number: 373271

Req Id: 373271 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we're revolutionizing how Canadians communicate.

If you're ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. 

The team: 

The Bell Operational Planning and Technology - OPT (IVR & Routing ) is at the forefront in the design and delivery of large capital and IT dependent contact center infrastructure programs focused on supporting the achievement of Bell's Strategic Imperatives through IVR and Routing solutions. The team functions as trusted advisors and subject matter experts to drive customer focused solutions in a shared services environment for Bell and its subsidiaries. 

If you have experience planning and delivering cross-functional project teams and have demonstrated leadership with Customer facing, technology based and complex projects, this is a great opportunity to contribute to Bell's strategic imperatives

Position Description:
Reporting directly to the Senior Manager, IVR/Routing Strategy and Solutions, the IVR/Routing Specialist in Strategy, Analytics and Solutions will be the subject matter expert responsible for owning and leading their portfolio strategic direction and alignment, including, determining risks, opportunities & interrelationships with other programs and lobbying support/ gaining alignment from Directors and Executives. 

 We require an agile and innovative individual, who is able to work in a fast-paced environment to take ownership of the initiatives and possessing the ability to find innovative solutions to complex business problems where others face difficulties. The candidate must be a highly customer focused, strong leader and recognized subject matter expert, as well as a creative, collaborative team player with superior influencing skills who builds relationships easily across various stakeholder groups to move initiatives forward. We are looking for someone with sound business vision and the ability to translate business needs into holistic solutions. A passion for improvement and an ability to prioritize and drive change in a complex environment are required. A detailed approach and an analytic and process oriented mind will also be required.

Job Duties/Accountabilities:

  • Subject matter expert in IVR and/or Routing technical design and Customer experience solutions
  • Explore and implement new technology standards to help drive innovation, system performance and world class customer experience
  • Explore and implement new automated tools to drive team efficiency.
  • Engage and build strong relationships with Senior Segment stakeholders to incorporate their goals/needs and to ensure alignment to and adoption of solutions.
  • Provide regular updates on the Project status, including risks and risk management approaches to senior management.
  • Analyze and evaluate customer level and business data to provide enriched customer insights and identify opportunities for improvement
  • Comfortable communicating at all different level, from cross-functional to executive
  • Actively lead the creation of business cases and financial forecasts to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies.
  • Plan the design and delivery of IVR and Routing solutions and cross-functional projects involving change management and systems implementation from concept to execution.
  • Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
  • Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.).
  • Process map critical processes to create CMO and FMO and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action.

Experience / Core Competencies:

  • Bachelor Degree in Business, Engineering, Computer Science, Communications or Marketing is an asset.
  • Proficient in C# programming language, ASP.NET (Version 4+ & Core) & Entity Frameworks, JavaScript, jQuery, React.JS, XML, AJAX, JSON, HTML5, XHTML, CSS3, Bootstrap CSS framework, Visual Studio IDE and Team Foundation Server (TFS), Microsoft SQL server 2008+ programming
  • Strong knowledge of Windows environment, SAS, and Teradata
  • Experience in relational database design and development
  • Solid mathematical and analytical skills
  • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts 
  • Proficiency in MS suite including MS Excel, Project, and Visio
  • Strong technical and design subject matter expertise with Avaya & Cisco routing systems and/or with DTMF and Voice Recognition IVR solutions 
  • Possess a multi-faceted view of how the business is changing, and identify opportunities to evolve
  • Creative, out of the box thinker
  • Passion for driving exceptional customer experience
  • Autonomous, decision maker able to effectively assess business and customer risks related to technical solutions.
  • Authentic, professional and confident communicator able to influence through effective communication and presentation skills.
  • Ability to work in a fast paced, dynamic environment and manage multiple projects through effective prioritization. 



Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Management 
Job Status: 
Regular - Full Time 
Job Location:
Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Montreal 
Flexible work profile :
Application Deadline: 08/19/2022 

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

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].

Created: Canada, ON, Don Mills

Bell, one of Canada's Top 100 Employers.

Company Website: http://bell.ca/careers
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About Bell

Canada’s largest communications provider, Bell is at the forefront in delivering world-leading broadband networks, the next-generation services consumers and businesses rely on, and the media content that Canadians want the most.

Joining the Bell team puts you at the centre as we connect Canadians with each other and the world. Recognized as one of Canada’s Top Employers for Young People and a Best Diversity Employer, Bell offers a wide range of career opportunities: network engineering, research & development, customer service, IT, media production, marketing, finance and many more.

Our more than 50,000 team members in every province and territory of the country work in an environment that promotes collaboration, creativity and professional growth, while the positive impact of Bell Let’s Talk is reflected in our award-winning mental wellness workplace programs.

If you’re looking to bring game-changing ideas to life, we encourage you to consider joining the Bell team.

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