Advisory Principal Consultant, Contact Centre

2 weeks ago

Montréal, Canada BELL BUSINESS MARKETS Full time

Req Id: 406543

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values 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.

**Role**

The advisory principal consultant is bilingual, autonomous and enjoys working as part of a team.

**Key Responsibilities**
- Provide strategic advice and business guidance to customers to positively influence their digital transformation journey in terms of strategic planning, managing customer experience, human resources, work organization, process reviews and the organizational change management of technology solutions. Focus placed on CX/UX in the contact centre space
- Based on industry trends and best market practices, identify the key benefits regarding the acquisition of new business solutions and support potential clients in developing their business cases
- Prepare high-quality reports, powerful presentations on recommendations and findings for senior business leaders
- Interface between IT project resources and the business to translate business requirements into solutions specifications, ensure that transformation and change within the business are in tandem with the delivery of new IT solutions
- Partner with Bell’s sales representatives and technology specialists to identify customer needs, identify opportunities for Bell and create value propositions by designing complex solutions proposals that would help our customers successfully implement their modernization transformation programs
- Promote Bell and its professional services by meeting with potential customers, and by participating in conferences, presentations and other activities

**Critical Qualifications/Competencies**
- University degree
- At least 10 years of business operations management experience in a contact centre space
- Background in the design, development and deployment of complex business solutions, processes, programs, etc.
- Demonstrated leadership in the areas of IT operations, cloud computing, IT strategy, business architecture or enterprise architecture
- Knowledge and ability to develop and illustrate operational business processes
- Strong customer focus. Proven ability to understand organizational challenges to be able to engage in a partnership that will meet the customer’s operational and business needs, and at the same time, improve the profitability of the customer’s centre
- Strong analytical, research and innovative skills as each solution is tailored to the customer’s needs
- Ability to build strong, strategic partnerships and create collaboration channels
- Highly flexible and can adapt to working in an undefined environment. Willingness to work at the customer’s site (frequent requirement)
- Excellent oral and written communication skills in English, including presentations to large audiences and executive presentations
- Experience in preparing presentations, proposals and reports
- Ability to work within tight deadlines and manage stress
- Autonomous in managing deliverables and time management
- Bilingualism considered an asset

LI-SS1 #tech #talent

EmployeeReferralProgram

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 || Canada : Ontario : Toronto || Canada : Quebec : Verdun
**Flexible work profile**:Mobile
**Application Deadline**:02/24/2023

Created: Canada, QC, Montreal

**Bell, one of **Canada's Top 100 Employers.

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