AI Practise Lead (CCaaS)
Bell Canada9 days ago
Montréal, 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 external 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 across CCaaS platforms, cloud ecosystems, CRM systems, workforce-management platforms, and custom APIs.
- Develop migration strategies from legacy on-premise contact centers to AI-powered cloud CCaaS architectures.
- Collaborate with sales and product leaders on requirements, feasibility, delivery estimates, and technical proposals.
- Mentor developers and advise C-level executives on technical strategy.
Requirements
- At least 5 years of hands-on architecture and delivery experience with at least two of Genesys Cloud CX, Amazon Connect, and NICE CXone.
- At least 7 years of enterprise IT, consulting, or solution-architecture experience.
- At least 3 years of cloud-based contact-center delivery, technical team leadership, and legacy-to-cloud migration experience.
- Experience architecting contact-center AI solutions including intelligent IVR, conversational bots, generative AI or LLM-assisted search, and interaction analytics.
- Understanding of REST and GraphQL API development, data streaming, Node.js or Python scripting, and serverless integrations such as AWS Lambda.
- Excellent consulting, presentation, communication, executive-advisory, and technical mentoring skills.
- 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 employment with a comprehensive compensation and benefits package.
- Medical, dental, vision, and mental-health benefits available upon joining.
- 35% discount on Bell services and access to exclusive partner offers.
- Hybrid work arrangement requiring Canada-based employees to report to a Bell office at least three days per week.
- Flexible work hours based on business needs.
- Inclusive and accessible workplace with hiring-process accommodations available.