Bilingual Application Specialist
Req Id: 425768
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.
Be a critical part of our Customer Operations team, which delivers world-class service and maintains thriving relationships with Bell customers. You will gain valuable experience and insights that you’ll use to address inquiries and concerns, provide technical assistance, process orders and service requests, manage customer accounts and ensure overall customer satisfaction.
As part of our team, will be at the heart of our customers’ experiences.
Summary
The application specialist will provide 3rd level technical support (applications) for telephony-IT convergence solutions (ITCs) for contact centers. The main function of the incumbent of this position is to analyze the root causes of problems and provide solutions. The successful candidate will provide technical support, resolve issues and incidents, make changes and perform maintenance activities.
Key Responsibilities
The day-to-day tasks of the incumbent will include, among other things:
- Take responsibility for problem solving
- Provide support in its areas of expertise.
- Diagnose incidents, problems and alarms, find solutions and follow up.
- Manage activities in accordance with the Quality of Service Agreement with the assistance of application incident analysts.
- Document and update all activities in the trouble ticket establishment system.
- Conduct research and deployment activities to find, improve or maintain a solution.
- Assume the following responsibilities within the team
- Ensure the quality of the services delivered.
- Inform the ticket owner of any changes in the resolution.
- Execute travel, addition and modification requests as needed.
- Participate in resolving customer and partner requests delivered in accordance with existing processes, including but not limited to:
- By email
- By telephone
- By teleconference
- As part of meetings
Critical Qualifications
- Previous experience in contact center solutions for large centerprises (Genesys, Nice Engage, etc.)
- In depth knowledge of contact center technologies (IVR solutions, workforce management, registration)
- Telephony-computer convergence (CTI)
- Practical knowledge of the following:
- Interactive voice response system
- Windows and UNIX networking
- TCP/IP protocol
- MS SQL Server application
- Windows server application
- University degree in computer science
- Excellent communication skills
- Knowledge of ITIL
- Ability to establish mandatory relationships to develop and maintain effective relationships with customers.
- Skills in interpersonal relationships and teamwork essential for building successful relationships with internal partners and external clients to effectively resolve complaints and issues.
- Ability to solve critical problems and analytical mindset to clarify, analyze and study customer needs, identify potential barriers and find solutions.
- Compulsory verbal and written communication skills, in French and English
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: 10/26/2025
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 recruitment@bell.ca 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
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