Contact Center Senior Technical Architect - Implementation

Contact Center Senior Technical Architect - Implementation

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.

We are seeking a highly accomplished and experienced Contact Center Senior Technical Architect to join our team. This role requires a seasoned professional with a deep understanding of CCaaS solutions, along with being knowledgeable on software architecture, cloud computing, security, and DevOps, and has a proven ability to design, implement, and maintain highly complex, large-scale solutions. The ideal candidate will be a proactive and can drive initiatives, mentor others, and contribute significantly to the overall success of the Contact Center Practice.

Key Responsibilities

• Design and document contact center solutions, including integration to other industry known products for the follow: Genesys, NICE, AWS and/or Google.
• Oversee delivery of contact center solutions (CCaaS), such as Natural Language (NLU/NLP), Conversational Robot (AI – chat/voice Bots), WFM, WFO and/or Self Service IVR with call routing technologies, etc.
• Support the development and integration teams in our delivery model, which includes activities such as solution sizing, configuration, development and integration of contact centre solutions.
• Lead and participate in functional/technical analysis.
• Produce feasibility and effort estimates.
• Collaborate closely with the Sales and Project Management teams.
• Support the integration team to ensure top quality delivery.

Leadership Skills

• Solid knowledge of Contact Center solutions & product suites within one or more of the following editors: Genesys, NICE, AWS and/or Google.
• Decisive Problem Solver: Proactively addresses complex challenges with immediate and effective action.
• Strategic and Adaptable Thinker: Analyzes problems comprehensively, incorporating new information and perspectives to develop innovative solutions.
• Effective and Empathetic Communicator: Tailors communication style and content to resonate with diverse audiences and achieve optimal understanding.
• Highly Adaptable and Resourceful: Quickly masters new situations, demonstrating skillful responsiveness to evolving demands.
• Collaborative Team Builder: Promotes a unified team environment by actively challenging divisive thinking and fostering a shared sense of purpose.
• Dedicated Mentor and Coach: Provides guidance, support, and mentorship to junior team members, fostering their professional growth.

Critical Qualifications

• Cloud solution delivery experience is an asset (Amazon Connect, Twilio, Google).
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Intermediate certifications in cloud computing (e.g., AWS, Azure, GCP) and networking (e.g., CCNA, CCNP). Advanced certifications preferred.
• Understanding of software development principles, methodologies (Agile, Waterfall, DevOps), and concepts.
• Proven experience working with a wide variety of software and hardware technologies, including on-premise and cloud-based contact center solutions.
• Experienced in cloud computing architectures, including IaaS, CCaaS, PaaS, and SaaS, and experience with serverless technologies.
• Software development and systems integration.
• Database systems, data lakes and data warehouses.
• English & French, spoken and written.

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 04/25/2025

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.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you’ll feel valued, respected and supported as you grow and reach your full potential.

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.

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