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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. 

Bell is making unmatched investments in our world-leading broadband fibre and wireless networks because we know they’re the backbone of the products and services our customers love. If you’re excited about transforming the way people connect, our Network team is the right place for you.  
 Bell Canada is the Canadian leader in contact centre solutions. It has a dynamic and constantly evolving team that supports, monitors and manages contact centre solutions for its business customers. This team is currently seeking a motivated candidate in order to fulfill a senior technical specialist position for its clients contact centre solutions using Genesys Engage solutions.

 Job Profile:

The applications specialist will provide technical support for 3rd level application for its Computer Telephony Integration (CTI) contact centre solutions. The incumbent will be responsible for technical support incident and problem resolution as well as change and maintenance activities. His primary function is to identify root cause and provide fixes. The applications specialist has the ability to understand an overview of customer solutions.

Job Description:

The daily duties of this position will include, but are not limited to:

• Prime for problem resolution
  • Ensure support in his field(s) of expertise
  • Diagnose, resolve and follow-up on incidents, problems and alarms
• Manage activities based on Service Level Agreement with assistance of the application analyst(s).
  • Document and update all the activities in the ticketing system
  • Investigation & deployment to resolve, improve or maintain solution.
• Participate in assigned requests for customers & partners from the existing processes.
  • Ensure the quality assurance for the services delivered
  • Inform ticket owner of any update in resolution
• Execute Move, Add and Change request when required 

General Activities

• Engage appropriate parties related to ticket opened with vendor and/or professional service team
• Participate in activities such as:
  • Investigation (Root cause analysis, architectural solution)
  • Development (vendor / Internal)
  • Deployment (change request form, environments phases, tools)
  • Testing (Bug testing, regression testing)
  • Customer validation (Bug Testing and ticket closing)
  • Documentation update (knowledge database, service design package)
• Create and maintain customer and internal technical documentation
• Develop expertise and best practices in your area(s) of expertise
• Required to carry a pager when necessary
• Potential to work outside of normal business hours

 Technical skill requirements:

• Knowledge on (an asset):
  • Enterprise Contact Centre solution (Mainly Genesys Engage on Premise)
  • Contact Centre Technology solution (IVR, WFM, Recording)
  • Computer Telephony Interface - CTI
• Working knowledge of:
  • Interactive Voice Response
  • Windows networking
  • TCP/IP;
• MS SQL Server, Oracle;
• Windows server, Linux

 Qualifications:

• Bachelors Degree in Computer Sciences
• Technical call center experience
• Excellent communication skills
• ITIL Knowledge
• Relationship building skills are mandatory to develop and sustain effective client relationships. 
• Interpersonal skills and teamwork are essential to build effective relationships with internal partners and external customers in order to effectively address customer issues/complaints.
• Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions.
• English & French oral and written skills - mandatory