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Added 8 mins ago
P
Business Systems Analyst (Guidewire ClaimCenter)
Procom
Toronto, ON
- Contract
You will collaborate closely with business partners, developers, architects, and quality assurance specialists to gather requirements, document business and functional needs, support…
Added 9 mins ago
SC
Construction Estimator
SP Construction Inc.
Ottawa, ON
- Full-time
…top-notch service. The team partners with leading builders and developers to help create durable, well-finished spaces that stand the test of…
Added 9 mins ago
S
Testeur(se) AQF jeux mobiles senior / Senior Mobile Game FQA Tester
Side
Montreal, QC
- Other
…offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in…
Added 9 mins ago
M
Senior Software Engineer-C#
Morningstar
Toronto, ON
- Full-time
…closely with Product Managers, QA, Project Managers, and other developers to deliver high-quality solutions that support Morningstar's investment research and technology…
Added 23 mins ago
R
Senior Full Stack Engineer (Rails & React)
REW
Vancouver, BC
- Full-time
Demonstrated ability to lead teams, mentor developers, and conduct effective code reviews.
Added 23 mins ago
OT
Sr. Software Developer
Open Text Corporation
Richmond Hill, ON
- Other
Demonstrated ability to independently lead complex technical work, guide design decisions, mentor developers, and conduct code reviews
Added 23 mins ago
JH
Building Code & Fire Protection Engineer
J.S. Held LLC
Calgary, AB
- Full-time
Build strong working relationships with clients, architects, engineers, contractors, developers, and AHJs to support project success from concept through completion.
Added 38 mins ago
C
Salesforce BSA
Cognizant
Toronto, ON
- $80,000 to $95,000 CAD / year
- Full-time
Work with developers/architects to deliver scalable solutions
Added 38 mins ago
YC
JEE Developer, senior
Yoush Consulting
Toronto, ON
- Full-time
We require multiple Java developers with experience in application vulnerability issues and Websphere middleware. This is for a client in the public sector. Please contact us urgently if…
Added 38 mins ago
C
Specialist Software Development-CA
CN
Quebec, QC
- Full-time
Support Developers in providing application versions and details for implementation plans
Added 38 mins ago
C
Salesforce BSA
Cognizant
Toronto, ON
- $80,000 to $95,000 CAD / year
- Full-time
Work with developers/architects to deliver scalable solutions
Added 38 mins ago
SI
Web Developer
Spait Infotech
Canada
- Full-time
Collaborate with UI/UX designers, content teams, and backend developers.
Added 38 mins ago
B
Principal System Engineer
Backbase
Toronto, ON
- Full-time
…presence and clarity to explain complex technical remediation to developers, security auditors, and executive…
Added 38 mins ago
S
Senior Digital Product Owner, Scotia Wealth Management
Scotiabank
Toronto, ON
- Full-time
…Wealth business partners, UX researchers & designers, software developers, and operations stakeholders to translate client and business needs into actionable backlog deliverables and follow…
Added 38 mins ago
P
Manager of Marketing
Pretium
Burlington, ON
- Full-time
Support the CEO, Service Area Leaders, and designated business developers with target-client campaigns, market intelligence, pursuit materials, and client-development activity.
Added 38 mins ago
C
Senior Java Developer - Vice President
Citi
Mississauga, ON
- Full-time
Act as a mentor and advisor to mid-level developers and analysts, distributing tasks as necessary.
Added 1 hour ago
E
Senior Recruiter, GandA Marketing
Elastic
Canada
- Full-time
…Product Marketing Managers, Accountants, Attorneys, Salesforce Developers, Facilities Coordinators…
Added 1 hour ago
AI Practise Lead (CCaaS)
Bell
Mississauga, ON
…maintaining the technical depth needed to mentor and guide developers in the…
Added 1 hour ago
SI
QA Analyst
Spait Infotech
Canada
- Full-time
Collaborate with developers and business analysts to resolve issues.
Added 1 hour ago
HI
Senior Data Science Developers
HRbrain Inc.
Toronto, ON
- Full-time
Added 1 hour ago
HI
UX Designer
HRbrain Inc.
Toronto, ON
- Full-time
The designers are at the spearhead of this methodology, creating and validating user stories for the developers (typical) one iteration ahead.
Added 1 hour ago
TM
Interface Developer
Toronto Metropolitan University
Toronto, ON
- Full-time
…team - comprising learning experience designers, multimedia developers, and eLearning production editors - collaborates with global faculty and subject-matter experts to create engaging,…
Added 1 hour ago
GL
Senior Security Engineer (Palo Alto)
goeasy Ltd.
Mississauga, ON
- Full-time
Coach developers, engineers, and security staff to strengthen technical capability and execution.
Added 1 hour ago
B
Product Manager
Bevertec
Toronto, ON · Greater Toronto Area, Canada
- Contract
Collaborate with cross-functional teams, including developers, UX designers, testers, business teams, and stakeholders.
Added 1 hour ago
A
Quality Assurance Tech III
Actalent
Vancouver, BC
- $45 to $50 CAD / hour
- Contract
…for identifying flaws in websites. You will work closely with Developers, Product Managers, and other Quality Engineers to ensure the smooth operation of the production…

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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