Req Id: 423092

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 value diversity and provide a supportive, 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.

We are seeking an accomplished and experienced Contact Centre Technical Implementation Manger (TIM) to join our team. This role requires an individual that is experienced in coordinating, managing and delivering contact centre solutions with an understanding of CCaaS solutions, along with being knowledgeable on cloud computing, security, and DevOps. They would also have experience in delivering/migrating highly complex, large-scale solutions. The ideal candidate will be a proactive individual that can drive initiatives, manage teams as well as 3^rd party engagements, and will contribute to the overall success of the Contact Centre Practice.

• Oversee delivery of contact centre solutions (CCaaS), such as Natural Language (NLU/NLP), Conversational Robot (AI – chat/voice Bots), WFM, WFO and/or Self Service IVR with call routing technologies, etc.
• Coordinate a contact centre team of experts to successfully deliver/migrate technical solutions based on our delivery model.
• Engage regularly with stakeholders, including clients, internal teams, and external partners.
• Manage expectations, provide updates, and ensure clear communication throughout the implementation cycle.
• Lead in keeping the delivery cadence respectful of the project plan, as well as participate in functional/technical analysis.
• Support the implementation team to ensure top quality delivery.
• Identify potential risks and proactively develop strategies to mitigate them.
• Stay abreast of emerging technologies and industry best practices, market trends, proactively identifying opportunities for improvement, innovation and automation.

• Solid knowledge of Contact Centre solutions & product suites within 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.
• Ability to perform basic configurations within a CCaaS solution.
• 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.
• Intermediate certifications in cloud computing (e.g., Genesys, NICE, AWS, Azure, GCP).
• Proven experience working with a wide variety of software and hardware technologies, including on-premise and cloud-based contact centre solutions.
• Experienced in cloud computing architectures, including IaaS, CCaaS, PaaS, and SaaS, and experience with serverless technologies.
• English & French, spoken and written.

• Decisive Problem Solver:?Proactively addresses complex 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:?Quickly masters new situations, demonstrating skillful responsiveness to evolving demands.
• Collaborative Team Builder:?Promotes a unified team environment by actively challenging divisive thinking and fostering a shared sense of purpose.
• Dedicated Mentor and Coach:?Provides guidance, support, and mentorship to junior team members, fostering their professional growth.

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 05/30/2025

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.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.

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 [email protected] 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.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.