Senior Consultant, Solution Delivery
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Job Location:
Mississauga - Canada
Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
Req Id:428671
Connection is everything. It drives us to innovate explore and stay close to what matters to us most. At Bell were 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. Thats why we equip our teams with cutting-edge technology AI tools and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact If youre inspired by innovation that advances how people connect and transforms whats possible you belong on #TeamBell.
On the Bell Business Markets team youll be a vital part of making innovation happen for enterprise-scale customers. Youll 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.
Summary
The 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 changewhether its optimizing existing processes modernizing legacy systems or implementing cloudbased solutions.
Key Responsibilities
As 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.
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
#LI-SS1
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status:Regular - Full Time
Job Location: Canada : Ontario : Mississauga
Canada : Nova Scotia : Halifax
Canada : Ontario : Ottawa
Canada : Ontario : Toronto
Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 04/07/2026
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 youll 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 youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll 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.
Bell is committed to clarity in our hiring process. All roles posted are opportunities were actively recruiting for unless stated otherwise. 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 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.
Created: CanadaQC Montreal
Bellone of Canadas Top 100 Employers.
Required Experience:
Senior IC
Key Skills
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
