Senior Technical Architect II

Senior Technical Architect II (Contact Center)

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.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise‑scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

We are seeking candidates that have technical solution integration experience to join our team. The ideal candidate would have experience in supporting contact centre solutions or have experience in successfully integrating technologies in other verticals/domains. Bell would provide a training program of the editor’s solution and assign mentors to support learning and adaptation of our program as well have candidates have hands‑on the solution.

Key Responsibilities

- Participate in the development and/or configuration of managed contact centre solutions and CCaaS, which would include components that relate to Cisco UCCE, Cisco CVP, Natural Language (NLU/NLP), Conversational Robot (AI – chat/voice Bots), WFM, WFO and/or Self Service IVR, etc.

- Supported by colleagues, you will be assigned to projects and guided to successfully deliver/migrate technical solutions.

- You will participate in meetings, including those of clients, internal teams, and external partners.

- Participate in functional/technical analysis, defining the target solution.

- Stay abreast of emerging technologies and industry best practices, market trends, proactively identifying opportunities for improvement, innovation and automation.

Critical Qualifications

- Knowledge of Contact Centre solutions or product suites that derive from one or more of the following editors: Cisco UCCE (ICM Script Editor), CVP Call Studio, 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.

- Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.

- Proven experience working with a wide variety of software and hardware technologies, and cloud‑based solutions.

- Experienced in creating call routing strategies in Cisco ICM and Cisco CVP.

- Experienced in cloud computing architectures, such as IaaS, CCaaS, PaaS, and SaaS, and experience with serverless technologies.

- English, spoken and written.

Preferred Qualifications

- Decisive Problem Solver: Proactively addresses 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: Masters new situations, demonstrating skillful responsiveness to evolving demands.

- Collaborative Team Builder: Actively challenges divisive thinking and fosters a shared sense of purpose.

- Dedicated Mentor and Coach: Open to accept guidance, support and mentorship to foster professional growth.

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Management

Job Status: Regular - Full Time

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.

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