Senior Business Consultant, Contact Centre

Req Id: 432833

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re 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. That’s 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 you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

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.

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 change—whether it's 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 : Quebec : Montreal || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 11/27/2026

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, 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.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re 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 [email protected] 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: Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.