3 days ago
Mississauga, CanadaStaff+
Responsibilities
- Shape and mature Bell’s CCaaS AI delivery practice, including architectural blueprints, delivery playbooks, and best practices.
- Provide technical oversight and governance for high-value CCaaS projects and guide engineering teams and system integrators.
- Advise enterprise and public-sector clients on CCaaS AI roadmaps, cloud CX migrations, and AI integration value.
- Design and oversee conversational AI, generative AI, agent-assist, and speech or interaction analytics solutions.
- Architect integrations among CCaaS platforms, cloud ecosystems, CRM systems, workforce management platforms, and custom APIs.
- Develop migration strategies from legacy Avaya and Cisco contact-center environments to AI-powered cloud CCaaS architectures.
- Collaborate with sales and product leaders on requirements, feasibility, delivery estimates, and technical proposals.
Requirements
- 5+ years of hands-on architectural and delivery experience with at least two of Genesys Cloud CX, Amazon Connect, or NICE CXone.
- Experience architecting and deploying contact-center AI solutions, including intelligent IVR, conversational bots, generative AI or LLM-assisted search, and interaction analytics.
- 7+ years of enterprise IT or consulting solution architecture experience, including 3+ years in cloud contact-center delivery, technical team leadership, and legacy-to-cloud migrations.
- Knowledge of REST and GraphQL API development, data streaming, Node.js or Python scripting, and serverless integrations such as AWS Lambda.
- Strong consulting, presentation, communication, executive advisory, mentoring, and technical leadership abilities.
- Technical certifications in Genesys Cloud, AWS, or NICE CXone are highly preferred.
- Adequate knowledge of French is required for positions in Quebec.
Benefits
- Regular full-time position with a comprehensive compensation and benefits package.
- Medical, dental, vision, and mental health benefits are available upon joining and can be tailored to individual needs.
- 35% discount on Bell services and access to exclusive partner offers.
- Hybrid work arrangement requiring successful candidates to be based in Canada and report to a designated Bell office at least 3 days per week.
- Work-hour flexibility is available based on business needs.
- Work locations include Mississauga, Ottawa, Toronto, and Montreal, with an application deadline of November 18, 2026.