1 day ago
Toronto, CanadaSenior
Responsibilities
- Design end-to-end architectures for conversational AI platforms, including chatbots, voice bots, and AI assistants.
- Define and implement LLM architectures with orchestration layers, RAG, and knowledge retrieval systems.
- Lead scalable, multi-channel conversational framework integrations across web, mobile, messaging, and IVR.
- Establish monitoring, analytics, KPIs, performance targets, and customer-journey insights.
- Collaborate with product owners, UX, and conversational design teams on dialogue design, tone, fallbacks, and human escalation.
- Ensure solutions are secure, scalable, and compliant with enterprise governance standards.
- Provide technical mentorship to AI engineers and developers.
- Drive architectural standards, documentation, best practices, and rigorous end-to-end conversational flow testing.
Requirements
- Expert-level knowledge of Natural Language Understanding and Large Language Models.
- At least 5 years of experience working with conversational design platforms such as Dialogflow CX.
- At least 5 years of experience designing and maintaining customer-centric conversational experiences.
- Experience with JSON and cloud computing services such as GCP or Azure.
- Experience creating process-flow design diagrams and presenting to stakeholders.
- Knowledge of the SAFe 5 Agile Operating Model and PI Planning Process.
- Ability to interpret KPIs and customer-journey analysis to identify continuous-improvement opportunities.
- Strong written and verbal communication skills and knowledge of web accessibility principles.
- Preferred qualifications include a bachelor's or master's degree in Computer Science, Artificial Intelligence, Data Science, or a related field.
- Preferred experience includes agentic AI frameworks, JIRA, voice AI and speech recognition, executive presentations, design thinking, user studies, usability testing, and telecommunications.
Benefits
- Regular full-time position with a competitive salary and comprehensive benefits package.
- Medical, dental, vision, and mental health benefits available upon joining.
- 35% discount on Bell services and access to partner offers.
- Hybrid work arrangement requiring successful candidates to be based in Canada and work from a Bell office at least 3 days per week.
- Flexible work hours based on business needs.
- Inclusive and accessible workplace with hiring-process accommodations available.