Senior Business Consultant ( Contact Center)

<p align="left"><span style="font-size: 10pt;"><span style="font-family: Arial, Helvetica, sans-serif;"><strong><span id="cke_bm_2406S" style="display: none;"> </span>Req Id: </strong>432833</span></span></p><p align="left"> </p><p><span style="font-size: 10pt;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></span></p><p> </p><p><span style="font-size: 10pt;"><span style="font-family: Arial, Helvetica, sans-serif;">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.</span></span></p><p> </p><p> </p><p style="margin-bottom: 13.0px;"><span style="font-size: 10pt;"><span style="font-family: Arial, Helvetica, sans-serif;">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. </span></span></p><p style="margin-bottom: 13.0px;"> </p><p style="margin-bottom: 13.0px;"><span style="font-size: 10pt;"><span style="font-family: Arial, Helvetica, sans-serif;">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.

</span></span></p><p style="margin-bottom: 13.0px;"> </p><div><div style='padding: 10px 0px;border: 1px solid transparent;'><div style='font-size:16px;word-wrap: break-word;'><H2 style='font-size: 1em; margin: 0px'><b>Summary</b></H2> </div><div><p> </p><p><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;">The ideal candidate is a highly adaptable with a deep understanding of the operational and </span><span style="font-family: arial, helvetica, sans-serif;">technological challenges faced by contact centre managers, supervisors, and agents.

They bring </span><span style="font-family: arial, helvetica, sans-serif;">hands-on experience in supporting clients through transformation initiatives, particularly in the </span><span style="font-family: arial, helvetica, sans-serif;">adoption and integration of new contact centre technologies.</span></span><br /><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;">They possess a strong grasp of contact centre platforms and tools, their practical applications, and </span><span style="font-family: arial, helvetica, sans-serif;">how these technologies influence day-to-day operations, workforce management, and customer</span></span><br /><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;">experience.

With a consultative mindset, they are comfortable guiding clients through change—</span><span style="font-family: arial, helvetica, sans-serif;">whether it's optimizing existing processes, modernizing legacy systems, or implementing cloudbased solutions.</span></span></p></div></div><div style='padding: 10px 0px;border: 1px solid transparent;'><div style='font-size:16px;word-wrap: break-word;'><H2 style='font-size: 1em; margin: 0px'><b>Key Responsibilities</b></H2> </div><div><p><br /><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;">As a Senior Business Consultant – Contact Centre, you will serve as a trusted advisor and subject </span><span style="font-family: arial, helvetica, sans-serif;">matter expert on a variety of client mandates.

These mandates vary in scope and complexity, and </span><span style="font-family: arial, helvetica, sans-serif;">you may be assigned to multiple projects simultaneously based on your expertise and availability. </span><span style="font-family: arial, helvetica, sans-serif;">You may work independently, with peers, or as part of a larger multidisciplinary team. You will play a </span><span style="font-family: arial, helvetica, sans-serif;">key role in helping clients modernize their contact centre operations, improve customer </span><span style="font-family: arial, helvetica, sans-serif;">experience, and achieve operational excellence.

</span></span></p><p> </p><p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Your typical day may include:</span></p><ul><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Client Engagements: Leading or participating in client meetings, workshops, and </span><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">presentations to understand needs, share insights, and deliver recommendations.

</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Mandate Execution: Working on short- or long-term mandates which may involve:</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Conducting Contact Centre current-state assessments and gap analyses</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Identifying operational inefficiencies and improvement opportunities</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Designing future-state processes and customer journeys</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Creating high-quality deliverables such as:</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Present