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Added 7 mins ago
MM
Executive, Inside Sales
MSC Mediterranean Shipping Company
Mississauga, ON
- $75,000 to $84,000 CAD / year
- Full-time
Provide outstanding customer service to clients over the phone or by email in a timely manner. (i.e.: follow-ups, updates, and announcements).
Added 7 mins ago
RC
Buyer
Rexel Canada
Calgary, AB
- Full-time
Join Rexel: A Global Leader in Electrical Distribution
Added 7 mins ago
NG
Data Center Technician Toronto
nesevo Group
Toronto, ON
- Part-time
nesevo is a global leader in data center solutions, offering a full spectrum of services, from structured cabling and data center relocation to IT procurement and end-to-end infrastructure…
Added 7 mins ago
AI
General Labourer (Non Ferrous)
American Iron & Metal (AIM)
Sudbury, ON · Greater Sudbury, ON
- Full-time
Customer Service experience in a retail preferred
Added 7 mins ago
F
Responsable de projets - Expériences Fever Originals
Fever
Montreal, QC
- Full-time
…projet jusqu’à son exploitation. Tu veilleras à ce que chaque expérience se déroule parfaitement, atteigne des objectifs ambitieux et contribue durablement à la croissance de…
Added 22 mins ago
PL
Housekeeping Attendant
Pomeroy Lodging
Vermilion, AB
- Full-time
…guest expectations by creating the “picture-perfect” guest experience throughout the hotel. Your role is crucial because you are pivotal in the guest’s first impression of the hotel. From…
Added 22 mins ago
P
Senior Procurement Buyer - 6 Month Contract
Puratos
Mississauga, ON
- Full-time
At Puratos, we create innovative food solutions for the health and well-being of people everywhere. As the global leader in bakery, patisserie and chocolate ingredients headquartered in…
Added 22 mins ago
EC
Technical Services Coordinator, Delta Ottawa City Centre Full Time
Encore Canada
Ottawa, ON
- Full-time
2-3+ years of customer service or hospitality experience is preferred.
Added 22 mins ago
WC
(CAN) Team Leader, Operations III
Walmart Canada
Cornwall, ON
- Full-time
…order filling or shipping. Prioritizes daily workflow to ensure customer requirements are…
Added 22 mins ago
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Power Engineer - 5th Class
BGIS
AB · Edmonton, AB
- Full-time
Assists in enhancing tenant and customer satisfaction and maintaining positive relations through manner in which work is performed and services delivered.
Added 22 mins ago
AT
Credit Analyst / Analyste Crédit
Allianz Trade in North America
Montreal, QC
- Full-time
3 -5 years experience in credit analysis, financial management, accounting, business analysis or related fields
Added 22 mins ago
ZA
Bilingual Senior Sales Consultant - Stouffville Hyundai
Zanchin Automotive Group
Whitchurch-Stouffville, ON
- Full-time
experience in customer service, and the ability to have meaningful conversations
Added 22 mins ago
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Senior Procurement Buyer - 6 Month Contract
Puratos
Chilliwack, BC
- Full-time
At Puratos, we create innovative food solutions for the health and well-being of people everywhere. As the global leader in bakery, patisserie and chocolate ingredients headquartered in…
Added 22 mins ago
BA
DELIVERY COORDINATOR
Birchwood Automotive Group
Winnipeg, MB · Greater Winnipeg Metropolitan Area
- Full-time
The Delivery Coordinator plays an integral role in achieving the highest levels of customer satisfaction during the sales process. The role of the Delivery Coordinator is to ensure that…
Added 22 mins ago
ZA
Wash Attendant - Maple Honda (26337)
Zanchin Automotive Group
Vaughan, ON
- Full-time
ONLY IF DEALERSHIP has DRIVE-THRU greet and check-in customer vehicles in the drive-through area
Added 23 mins ago
T
Personal Banker - Pointe-Claire, Hymus (Full Time)
TD
Pointe-Claire, QC
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
Added 23 mins ago
T
Senior Personal Banker - Home Borrowing
TD
Mission, BC
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
Added 23 mins ago
T
Security Remediation & Resilience Lead, BWI
TD
Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 23 mins ago
T
PIA Client Service Associate
TD
Winnipeg, MB
- Full-time
Are you admired for your attention to detail, exacting standards and willingness to help others deliver a legendary customer experience to our high value clients? If so, then get onboard…
Added 23 mins ago
T
Personal Banking Associate Trainee
TD
Duncan, BC
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
Added 38 mins ago
A
Driver
Applus+
Burlington, ON
- Other
Applus+ is a global leader in the Testing, Inspection and Certification sector delivering non-destructive testing, inspection, engineering, and manpower services to the aerospace, power,…
Added 38 mins ago
V
Staff Information Security Engineer - Threat Detection & Response
Visier
Remote, Canada
- Full-time
- Remote
Visier is the global leader in Workforce Intelligence that powers every people decision. We bring Workforce AI to life for HR departments through our award-winning, agentic AI technology by…
Added 38 mins ago
V
Privacy and AI Program Manager
Visier
Remote, Canada
- Full-time
- Remote
Visier is the global leader in Workforce Intelligence that powers every people decision. We bring Workforce AI to life for HR departments through our award-winning, agentic AI technology by…
Added 38 mins ago
LI
Director of Enterprise Sales (New Business)
Loopio Inc.
Remote, Canada
- $288,000 to $324,000 CAD / year
- Full-time
- Remote
…team into its next chapter of growth. If you're a proven sales leader who consistently beats quota, builds high-performing teams, and thrives in fast-moving, results-driven environments, we…
Added 38 mins ago
TS
Driver - DZ - CANADA
thern Sanitation Inc
Barrie, ON
- Full-time
Courteously interacts with all customers, colleagues and others on a daily basis to ensure all customer routes are serviced in a timely and professional manner.

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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