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About the Role

Bell Canada is the Canadian leader in contact centre solutions, providing support, monitoring, and management of contact centre solutions for business customers. The Network team delivers best-in-class customer solution stability and quality of service. This Specialist Application role involves providing application and infrastructure support, maintenance, and 24/7 on-call service monitoring for business customers, working closely with various internal teams.

Responsibilities

Find and implement innovative solutions that improve customer service.
Troubleshoot and resolve technical problems for customer solutions.
Proactively prevent downtime of Contact Center applications and infrastructure using technical and analytical skills.
Solidify customer loyalty, relationships, and satisfaction.
Work in synergy with various partners and stakeholders.
Take the lead and maintain solution stability and service availability across Bell.
Work with Cloud and on-premises contact centre solutions.

Requirements

Minimum of 3 years of experience in a relevant Contact Center technical or product management role.
Minimum 3 years hands-on experience with Contact Center platforms such as Genesys Cloud, Genesys Engaged, Genesys PureConnect, Genesys WFM, Genesys Cloud.
Hands-On experience in Nice CX, Verint, Avaya, Cisco, and AudioCodes is an asset.
Proficient in programming and scripting languages (e.g., Java, JavaScript, SQL).
Solid understanding of networked systems including client/server architecture, web applications/services, and layered application design.
Familiarity with databases, networking, system administration, and Voice over IP (VoIP) technologies.
Demonstrated ability to lead transformation with agility.
Demonstrated ability to communicate effectively across all levels.
Demonstrated ability to solve complex problems strategically.
Committed to continuous learning.
Thrives under pressure in collaborative environments.
Adequate knowledge of French is required for positions in Quebec.

Skills

Genesys Cloud
Genesys Engaged
Genesys PureConnect
Genesys WFM
Nice CX
Verint
Avaya
Cisco
AudioCodes
Java
JavaScript
SQL
Cloud contact centre solutions
On-premises contact centre solutions

Location

Canada : Ontario : Mississauga
Canada : Ontario : Don Mills
Canada : Ontario : Ottawa
Canada : Quebec : Montreal

Work Type

Hybrid
Regular Term - Full Time

Experience Level

Management

Benefits

Comprehensive compensation package
Competitive salary
Medical benefits
Dental benefits
Vision benefits
Mental health benefits
35% discount on Bell services
Exclusive partner offers

About the Company

Bell is one of Canada's Top 100 Employers.
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most.
We are building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people by equipping our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth.
We are inspired by innovation that advances how people connect and transforms what’s possible.

Equal Opportunity

Bell is committed to fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
We 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.