Senior Business Consultant, Contact Center

Bell

  • Montreal, QC
  • Permanent
  • Full-time
  • 16 days ago
Req Id: 425705At 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.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.About the TeamBell Business Market’s Contact Centre Professional Services team is composed of highly skilled and certified professionals, including business consultants, technical integrators, developers, and solution architects. We bring together deep industry expertise and proven methodologies to help clients assess, design, implement, and optimize their contact centre solutions and operating models.Our comprehensive service offering spans the full transformation lifecycle—from strategic advisory and cloud migration to AI-driven automation, workforce optimization, and ongoing support. We work closely with clients to modernize their technology stack, enhance operational efficiency, and improve customer experience.By combining innovation with practical execution, we help organizations maximize the value of their contact centre investments and stay ahead of evolving customer expectations.Profile SummaryThe ideal candidate is a highly adaptable with a deep understanding of the operational and technological challenges faced by contact centre managers, supervisors, and agents. They bring hands-on experience in supporting clients through transformation initiatives, particularly in the adoption and integration of new contact centre technologies.They possess a strong grasp of contact centre platforms and tools, their practical applications, and how these technologies influence day-to-day operations, workforce management, and customer experience. With a consultative mindset, they are comfortable guiding clients through change—whether it's optimizing existing processes, modernizing legacy systems, or implementing cloud-based solutions..SummaryAs a Senior Business Consultant – Contact Centre, you will serve as a trusted advisor and subject matter expert on a variety of client mandates. These mandates vary in scope and complexity, and you may be assigned to multiple projects simultaneously based on your expertise and availability. You may work independently, with peers, or as part of a larger multidisciplinary team. You will play a key role in helping clients modernize their contact centre operations, improve customer experience, and achieve operational excellence.Your typical day may include:
  • Client Engagements: Leading or participating in client meetings, workshops, and presentations to understand needs, share insights, and deliver recommendations.
  • Mandate Execution: Working on short- or long-term mandates which may involve:
  • Conducting Contact Centre current-state assessments and gap analyses
  • Identifying operational inefficiencies and improvement opportunities
  • Designing future-state processes and customer journeys
  • Creating high-quality deliverables such as:
  • Presentations, process flows (e.g., Visio), and Excel-based models
  • Strategic roadmaps and transformation plans
  • Customized training materials and participate in change management strategies
  • Advisory Expertise: Providing guidance on a wide range of contact centre topics, including:
  • Cloud migration and technology modernization
  • Workforce management and quality assurance management
  • Performance metrics and reporting
  • Organizational change and people enablement
  • Knowledge Sharing: Leveraging best practices, industry benchmarks, and internal team learnings to continuously enhance client value.
Critical Qualifications
  • University degree.
  • 7- 10 years of experience in the customer contact center environment.
  • Knowledge of contact center operations and their relationships with other business units within an organization.
  • Ability to develop and illustrate contact center operational processes, process management, and the approach and processes related to interaction quality management tools.
  • Proven ability to lead client engagements and deliver impactful results.
  • Innovative with the ability to analyze and research solutions that meet client needs while improving profitability.
  • Demonstrated ability to collaborate effectively with cross-functional teams and build strong working relationships.
  • Excellent written and verbal communication skills in French and/or English.
  • Analytical and solution-oriented mindset: able to identify business needs, analyze challenges, and recommend effective solutions.
  • Experience in preparing presentations, proposals, or reports.
  • Willingness to travel occasionally for client meetings and industry events.
Assets
  • Strong knowledge of contact center technologies (i.e.: Genesys, Nice).
  • Experience with AI, chatbot and automation solutions.
  • Professional certification : PMP, Agile, Prosci, etc.
  • Federal Security clearance
#EmployeeReferralProgramAdequate knowledge of French is required for positions in Quebec.Additional Information:Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Quebec : Montreal || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 09/05/2025For 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 to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the or visit our for other ways to contact us.Artificial intelligence may be used to assess parts of your application. Please review our privacy policy ( ) to learn more about how we collect, use, and disclose your personal information.Created: Canada, QC, MontrealBell, one of

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