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Added 5 mins ago
SC
People Partner
SLR Consulting
Calgary, AB · Vancouver, BC · Guelph, ON · Toronto, ON
- Full-time
Based in Canada, you will be a strategic advisor responsible for supporting defined business groups across North America and partnering with business leaders and leadership teams to improve…
Added 33 mins ago
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Senior Financial Advisor - 3rd Street, Medicine Hat, AB
Scotiabank
Medicine Hat, AB
- Full-time
…Banking Branch network, our focus is to provide exceptional service throughout the customer’s journey…
Added 33 mins ago
UO
Programming Research Specialist, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Full-time
Demonstrated project management skills and knowledge of project management technology tools such as MS project, Basecamp, Asana, Trello or similar.
Added 33 mins ago
A
Parts Advisor - South London Nissan
AutoCanada
London, ON
- $35 to $58 CAD / hour
- Other
The Parts Advisor will be responsible for researching and sourcing parts for customers and technicians, ensuring timely and accurate part orders, and facilitating the sales process. Will…
Added 33 mins ago
SW
ScotiaMcLeod Administrative Associate - London, ON
Scotia Wealth Management
London, ON
- Full-time
…or more Wealth Advisors by ensuring a high level of client service achieved by effective administration and day-to-day trading of their…
Added 33 mins ago
CU
Career Consultant
Carleton University
Ottawa, ON
- Other
Must possess excellent communication skills, both written and oral, in addition to excellent time-management and organizational skills.
Added 34 mins ago
C
Associate Financial Advisor
CIBC
Strathroy, ON
- Full-time
…difference in our clients' lives. As an Associate Financial Advisor, you’ll form a deep understanding of your personal and small business clients’ needs as you recommend simple,…
Added 34 mins ago
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Senior Manager, Strategic Learning
BMO
Toronto, ON · FCP
- Full-time
Participates in the management of vendor relationships; ensures regular reviews are in place, key performance indicators are monitored, service level agreements are met and service costs…
Added 34 mins ago
K
Tax Manager, Asset Management
KPMG
ON · Toronto, Ontario
- Full-time
Our Asset Management Tax practice continues to grow, creating an opportunity for an experienced tax professional to apply and expand their corporate tax experience within the asset…
Added 49 mins ago
RP
Audit and Risk Officer
Resource Productivity and Recovery Authority
Toronto, ON
- Full-time
Quantitative development and implementation of risk strategies across the compliance management lifecycle
Added 49 mins ago
TW
Business Advisor
Thrive Wealth Management
Regina, SK
- Full-time
We’re looking for a Business Advisor to join our commercial team in Regina, who is passionate about helping local businesses succeed. You will be providing financial advice and solutions…
Added 49 mins ago
M
Senior Business Systems Analyst
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Stakeholder Engagement and Facilitation: Workshop facilitation involving competing interests; stakeholder management; presentations to senior business audiences; and scope negotiation.
Added 1 hour ago
F
Co-Founder & CEO - AI Retail Planning Autopilot
FutureSight
Canada
- Full-time
This is where we believe recruiting is headed. AI-native service firms are starting to emerge and prove the model works, and we're building toward that shift deliberately.
Added 1 hour ago
F
Co-Founder & CEO - AI Retail Planning Autopilot
FutureSight
Canada
- Full-time
This is where we believe recruiting is headed. AI-native service firms are starting to emerge and prove the model works, and we're building toward that shift deliberately.
Added 1 hour ago
E
Senior Recruiter, GandA Marketing
Elastic
Canada
- Full-time
…recruiter to join our global talent team. You will act as a Talent Advisor to our G&A (Finance, IT, HR, Legal) and Marketing teams. You will be responsible for driving the entire…
Added 1 hour ago
F
Co-Founder & CEO - AI Automation for Growing Companies
FutureSight
Canada
- Full-time
Investor and advisor network across the industry and early-stage capital markets
Added 1 hour ago
Total Wealth Planning Associate, National Support - Toronto, ON
Scotiabank
Toronto, ON
…Scotia Wealth, Scotia Financial Planning and FAIR (Financial Advisor, Investment and Retirement…
Added 1 hour ago
AI Practise Lead (CCaaS)
Bell
Mississauga, ON
…internal AI delivery practice, acting as a senior technical advisor for enterprise clients, and serving as the primary technical voice during complex project…
Added 1 hour ago
F
Co-Founder & CEO - AI Automation for Growing Companies
FutureSight
Canada
- Full-time
Investor and advisor network across the industry and early-stage capital markets
Added 1 hour ago
WS
Director, Finance & Business Intelligence
Workplace Safety & Prevention Services
Toronto, ON · Greater Toronto Area, Canada
- $166,261.26 to $182,887.39 CAD / year
- Full-time
…million workers across the agricultural, manufacturing and service sectors. A proud partner in the province’s occupational health and safety system and a trusted safety advisor since 1917,…
Added 1 hour ago
R
Financial Advisor Intern
RBC
Prince Albert, SK
- Full-time
As an RBC Financial Advisor, you attract, nurture, and grow relationships with our high-value personal and small business clients by adding value in the moments that matter to them. You…
Added 1 hour ago
VC
Plastic Surgeon, LGH
Vancouver Coastal Health
North Vancouver, BC
- Part-time
…in general community plastic surgery including skin cancer management, hand/wrist and craniofacial trauma, complex wound care, and general body and breast surgery. The ideal candidate is…
Added 1 hour ago
T
Senior Customer Success Manager
Trulioo
Remote, Canada
- $100,000 to $130,000 CAD / year
- Full-time
- Remote
…Payments, Marketplace, Online Trading, Banking, and Wealth…
Added 1 hour ago
OS
Marketing Manager, Growth & Client Engagement
Opensity Solutions
Burlington, ON
- Full-time
…business development support, and client-facing relationship management. The ideal candidate is equally comfortable in building marketing plans, creating sales-enablement initiatives,…
Added 1 hour ago
C-
Head, Strategy and Business Development
CENGN - (Centre of Excellence in Next Generation Networks)
Ottawa, ON
- Full-time
As a key advisor to the President & CEO, this role will lead the design and delivery of CENGN’s strategic roadmap, ensuring alignment with emerging technologies and national priorities…

Bell

AI Practise Lead (CCaaS)

Mississauga, ON, Canada

Hybrid

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Job details

Workplace: Hybrid
Apply by: Nov 19, 2026
Posting language: English
Posted: Nov 3, 2026

Original job description

Req Id: 433525

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Summary

As the AI Practice Lead for CCaaS, you will be the definitive technical authority and strategic voice driving customer experience (CX) and Contact Center AI transformations. Operating within the BBM Professional Services delivery team, you will split your impact between shaping our internal AI delivery practice, acting as a senior technical advisor for enterprise clients, and serving as the primary technical voice during complex project deliveries.

This role requires a visionary technical leader who can bridge the gap between complex business strategies and modern cloud contact center architectures. You will lead delivery architectures, guide engineering teams, and design state-of-the-art conversational and generative AI solutions utilizing market-leading CCaaS platforms.

Key Responsibilities

AI Practice Leadership & Strategy: Help shape, grow, and mature Bell’s CCaaS AI delivery practice. Establish architectural blueprints, delivery playbooks, and best practices for conversational AI, agent-assist tools, and generative AI deployments.
Technical Voice during Delivery: Provide active delivery oversight and technical governance on high-value CCaaS projects. Ensure engineering teams and external system integrators (SIs) build robust, scalable integrations that align with Bell’s technical benchmarks and deployment timelines.
Strategic Client Advisory: Act as a trusted advisor to enterprise and public sector clients. Lead discovery workshops, help clients define their CCaaS AI roadmaps, and articulate the business value of complex cloud CX migrations and AI integrations.
AI & Conversational Engineering: Design and oversee the implementation of Conversational AI (NLU voice/chatbots), Generative AI (LLM integration, agent knowledge-assist), and speech/interaction analytics using platform-native tools (e.g., Genesys AI, Amazon Lex/Bedrock, NICE Enlighten, or Google CCAI).
Multi-Platform Integration: Design complex integrations between CCaaS platforms and broader cloud ecosystems, CRM systems (such as Salesforce, ServiceNow, and Microsoft Dynamics), Work Force Management (WFM) platforms, and custom APIs.
Migration & Transformation: Architect technical migration strategies from legacy on-premise contact center environments (e.g., Avaya, Cisco) to modern, AI-powered cloud CCaaS architectures.
Pre-Sales Collaboration: Partner with sales and product leaders during the early stages to scope requirements, validate technical feasibility, estimate delivery effort, and craft compelling technical proposals.

Critical Qualifications

CCaaS Platform Expertise: 5+ years of hands-on architectural and delivery experience with at least two of the primary CCaaS platforms: Genesys Cloud CX, Amazon Connect, or NICE CXone.
AI, ML & NLU Competency: Demonstrated experience architecting and deploying AI solutions in a contact center environment, including intelligent IVR flows, conversational bots (using Amazon Lex, Genesys Dialog Engine, or Google Dialogflow), Generative AI/LLM-assisted search (e.g., Bedrock), and interaction analytics (e.g., Contact Lens, Enlighten).
Technical Voice & Advisory Skills: Excellent consulting, presentation, and communication skills. Proven capability to advise C-level executives on strategy, while maintaining the technical depth needed to mentor and guide developers in the weeds.
Integration & Development Proficiencies: Solid understanding of modern integration patterns, API development (REST/GraphQL), data streaming, and helper/scripting languages (e.g., Node.js, Python) for serverless integrations (e.g., AWS Lambda).
Proven Delivery Experience: 7+ years in Enterprise IT/Consulting Solution Architecture, with 3+ years dedicated to cloud-based contact center delivery, technical team leadership, and legacy-to-cloud migrations.
Relevant Certifications: Technical certifications in Genesys Cloud (e.g., Professional/Architect), AWS (e.g., Solutions Architect Pro, Specialty certifications), or NICE CXone are highly preferred.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 11/18/2026

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.

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 recruitment@bell.ca 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, ON, Mississauga

Bell, one of Canada's Top 100 Employers.

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More about this job

Responsibilities

The AI Practice Lead will drive customer experience and contact center AI transformations by shaping delivery strategies and providing technical governance. They will act as a senior advisor to enterprise clients while overseeing the implementation of complex conversational and generative AI solutions.

Requirements

Candidates must have over 7 years of experience in enterprise IT solution architecture with at least 3 years dedicated to cloud-based contact center delivery. Proficiency in CCaaS platforms, AI/ML technologies, and modern integration patterns is required.

Skills

CCaaS
Artificial Intelligence
Generative AI
Conversational AI
Solution Architecture
Cloud Migration
Genesys Cloud CX
Amazon Connect
NICE CXone
API Development
Python
Node.js
Technical Leadership
Strategic Advisory
REST
GraphQL

Benefits

Medical benefits
Dental benefits
Vision benefits
Mental health benefits
35% discount on services
Exclusive partner offers

Visa sponsorship

Not detected in the job text

Keywords

AI Practice Lead
CCaaS
Customer Experience
Generative AI
Conversational AI
Genesys Cloud CX
Amazon Connect
NICE CXone
Amazon Lex
Google CCAI
Salesforce
ServiceNow
Microsoft Dynamics
Cloud Architecture
API
REST
GraphQL
Python
Node.js
AWS Lambda
Solution Architecture
Technical Governance
Enterprise IT
Digital Transformation
NLU
Machine Learning
Interaction Analytics
Work Force Management
Cloud Migration
Consulting

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