Req Id: 423953

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.

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.

Bell's Contact Center Professional Services team is a group of highly skilled and certified professionals, including business consultants, technical integrators, developers, and architects. We are backed by proven processes and methodologies to work with our clients to assess, design, build, implement, and support their contact center solutions and operating models. We provide comprehensive contact center solutions, from advisory services and cloud migration to AI-driven automation and workforce optimization. Our services help clients maximize their contact center investments and enhance customer satisfaction. Our commitment to innovation ensures we continually meet our client's evolving needs.

A highly adaptable and experienced contact center senior business consultant, the successful candidate will understand the challenges of managers, supervisors, and super users of contact center technologies. The ideal candidate will be able to support clients in adopting new technologies as part of their contact center optimization and transformation processes. They possess a good understanding of contact center technologies, their applications, and their impact on management processes.

• Provide clients with specialized advice on contact center feasibility analysis and projects, in terms of strategic planning, customer experience management, human resources, work organization, process review, and organizational integration of technological solutions.
• Translate business requirements into functional specifications and technical objectives for call center technology development teams.
• Deliver training, particularly on features of BBM's applications.
• Manage customer satisfaction according to BBM's quality assurance process standards.

• University degree
• At least 10 years of experience in the customer contact center environment.
• Strong knowledge of contact center management and technologies (i.e.: Genesys, Nice).
• Experience with AI, chatbot and automation solutions would be an asset.
• Knowledge of contact center operations and their relationships with other business units within an organization.
• Ability to develop and illustrate contact center operational processes, process management, and the approach and processes related to interaction quality management tools.
• Innovative with the ability to analyze and research solutions that meet client needs while improving profitability.
• Excellent written and verbal communication skills in French and/or English.
• Experience in preparing presentations, proposals, or reports.
• Proficiency in the use of Microsoft software.
• Independent with the ability to work within tight deadlines.
• Autonomous, team-oriented, results-driven, and committed to exceeding client expectations.
• Willingness to travel occasionally for client meetings and industry events.

#EmployeeReferralProgram

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 || Canada : Quebec : Quebec City
Work Arrangement: Hybrid
Application Deadline: 06/05/2025

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.

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 [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.