IT and Network Engineering

Senior Integrator, Contact Center Solutions

Req Id: 268508 


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. 


Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

 

Summary:

As part of the Bell Business Market team, the Bell ICT team is in charge for the delivery of evolved solutions for Large Enterprise and Government Agencies. The ICT contact center practice is specialized in the delivery of integration project using leading edge product technologies. The candidate is an accomplished expert in architecture, design and delivery of contact center solutions. The selected candidate will work as expert in key project, will assist the delivery teams while working in conjunction with our Project Management Office.

 

Role & Responsibilities:

  • Implement contact center solutions, including integration to other industry known products used for WFM and WFO, as well as integration of self-serve solutions.
  • Implement system redundancy to ensure business continuity
  • Implement solutions that will meet customer peak period in an HA environment.
  • Support the development and integration teams in our delivery model, which includes activities such as solution sizing, HW and SW installation, configuration and integration of IVR / CTI contact centre solutions.
  • Participate in functional analysis of IVR and CTI specifications.
  • Produce feasibility and effort estimates.
  • Produce technical documents.
  • Collaborate closely with other teams.
  • Plans solution delivery steps, deployment phases, quality assurance guidelines, and identifies delivery team members.
  • Supports the integration team to ensure delivery.

 

Key Skills:

  • Solid knowledge of the Genesys Pure Connect Contact Center solutions & product suites (Genesys Pure Engage, Cisco UCCE would be an asset).
  • Knowledge of other contact centre solutions, such as workforce management, workforce optimization, including omni-channel and analytics.
  • Knowledge of voice biometric technologies would be an asset.
  • Cloud solution delivery experience is an asset (Amazon Connect, Twillio)
  • Flexibility, mobile and desire to work on different types of projects (development, integration & configuration) within different regions across Canada.
  • Strong customer skills, with work experience at customer sites
  • VXML, Java, .Net, C, C++ and Golang programming languages would be an asset
  • LAN and IP internetworking                                  
  • Computer Science or Engineering background
  • Software development and systems integration
  • Database systems (Oracle, SQL)
  • Spoken and written fluency in French and English is essential

 

Bilingualism is required (English and French).

 

Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun 
Application Deadline: 10/28/2020 

 

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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

 

Created: Canada, QC, Montreal

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Bell, one of Canada's Top 100 Employers.