Bilingual Senior Technical Architect (Contact Center)
Req Id: 423091
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.
Summary
We are seeking an accomplished and highly experienced Senior Technical Architect to join our Contact Centre Practice. This role requires an individual that is experienced in delivering contact centre technology solutions, and having a solid understanding of CCaaS solutions, along with being knowledgeable on cloud computing, security, and DevOps. The ideal candidate would also have experience in delivering/migrating highly complex, large-scale contact centre solutions. They would drive initiatives, manage teams as well as 3rd party engagements, and will contribute to the overall success of the Contact Centre Practice.
Key Responsibilities
- Assess, design, develop and configure 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.
- As a technical lead you will have hands-on the delivery as well as support colleagues to successfully deliver/migrate technical solutions.
- Engage with stakeholders, including clients, internal teams, and external partners, overseeing the feasibility and successful delivery of the solution.
- Lead or participate in functional/technical analysis, defining the target solution.
- 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.
Key Asset Qualifications:
- 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.
- 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.
Additional assets - Leadership skills/abilities/attributes/knowledge:
- Solide résolveur de problèmes : S’attaque de façon proactive aux défis complexes en prenant des mesures immédiates et efficaces.
- Penseur stratégique et adaptable : Analyse les problèmes de manière exhaustive, en intégrant de nouvelles informations et perspectives afin d’élaborer des solutions novatrices.
- Communicateur efficace et empathique : Adapte le style de communication et le contenu pour trouver un écho auprès de divers auditoires et parvenir à une compréhension optimale.
- Grande capacité d’adaptation et ingéniosité : Maîtrise rapidement de nouvelles situations, faisant preuve d’une habile capacité de réaction face à l’évolution des demandes.
- Développeur d’équipe (Team Builder) : Favorise un environnement d’équipe unifié en remettant activement en question les idées qui sèment la division et en encourageant un sens commun de l’objectif.
- Mentor et coach dédié : Fournit une orientation, du soutien et du mentorat aux membres de l’équipe débutants, favorisant ainsi leur croissance professionnelle.
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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: 06/06/2025
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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