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Added 8 mins ago
RB
Director, New Accounts and Documentation
Royal Bank of Canada
Toronto, ON
- Full-time
Lead and Performance Management – Lead department managers to ensure performance meets company and industry standards for service, innovation, and professionalism. Establish individual…
Added 8 mins ago
RB
Senior Director, Operations
Royal Bank of Canada
Toronto, ON
- Full-time
Lead a large team of professionals ensuring and directing regulatory compliance, risk mitigation, and strategic oversight for groups that fall under this mandate ensuring flawless delivery…
Added 8 mins ago
RB
Manager, Operations II
Royal Bank of Canada
Toronto, ON
- Full-time
Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk…
Added 22 mins ago
HN
Hotel Operations Manager
Hospitality Newfoundland and Labrador
St. John's, NL
- Full-time
…will oversee key areas of hotel operations, ensure consistent service delivery, and help drive guest satisfaction, employee engagement, and financial…
Added 22 mins ago
M
Stylist (Retail) (Part-time)
Mejuri
King, ON
- Part-time
STACK: Lead by example and validate the quality of the in-store customer experience by communicating, training, and upholding expectations on the team on Mejuri’s Steps of Selling.
Added 22 mins ago
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General Manager
Snaplii
Toronto, ON · Etobicoke, ON
- Full-time
We are hiring a hands-on General Manager to lead Snaplii's day-to-day operations and serve as the senior on-site leader of our Canadian office. You will manage functional leaders, resolve…
Added 22 mins ago
K
Senior Manager, Technology Strategy & Digital Transformation
KPMG
Vancouver, BC
- Full-time
…complex transformation priorities. The successful candidate will lead CIO Advisory, IT strategy, IT operating model, technology assessment, roadmap, system selection and AI strategy…
Added 22 mins ago
K
Manager, Technology Strategy & Digital Transformation
KPMG
Vancouver, BC
- Full-time
…investments with business priorities. The successful candidate will lead client delivery across CIO Advisory, IT strategy, IT operating model, technology assessment, roadmap, system…
Added 52 mins ago
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Bradford Driver Helper
UPS
Concord, ON
- Part-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
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Downtown/Uptown Package Delivery Driver
UPS
Concord, ON
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
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Don Valley Package Delivery Driver
UPS
Concord, ON
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
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aide livreur
UPS
Trois-Rivières, QC
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
U
Bradford Driver Helper
UPS
Concord, ON
- Part-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
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Night Warehouse Associate
UPS
Concord, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
U
Evening Warehouse Associate
UPS
Concord, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
U
Night Warehouse Associate
UPS
Concord, ON
- Internship
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
OS
Manager / Senior Manager, Healthcare - Industries and Government Practice
Optimus SBR
Toronto, ON
- Full-time
Lead the delivery of consulting engagements for healthcare and social service clients across system transformation, service delivery and operations, digital health, policy and program…
Added 52 mins ago
RC
Management Consulting Director, Technology
RSM Canada
Toronto, ON
- Full-time
Lead strategic pursuits from opportunity identification and solution development through proposal creation, executive presentations, and contract award.
Added 52 mins ago
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Etobicoke Package Delivery Driver
UPS
Concord, ON
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
U
Automotive Mechanic
UPS
Brossard, QC
- Full-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 52 mins ago
K
Customer Service/Order Manager
Kelly
Markham, ON
- $26 USD / hour
- Full-time
Kelly Services is currently seeking an experienced and detail-oriented Customer Service/Order Management Representative to join our client’s team in Markham.
Added 52 mins ago
U
Seasonal Personal Vehicle Driver
UPS
Winnipeg, MB
- Temporary
Are you a hardworking, fast-learner, offering superior customer service skills that would like to deliver packages that matter? We want you to join our team. We are hiring personal delivery…
Added 52 mins ago
BT
Senior Manager, Small Business Services
Baker Tilly Canada
Winnipeg, MB
- Full-time
We are looking for a full-time, permanent Senior Manager to lead our small business practice in Winnipeg, Manitoba. This role suits an experienced small business practitioner who knows…
Added 52 mins ago
VP, Human Resources, Market Area North and Central America
Metso
Montreal, QC
Lead the Region HR organization, accountable for HR operations, service delivery, and compliance for all 2,300+ Metso employees across Canada, the USA, Mexico, and Panama.
Added 1 hour ago
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Senior Vice President, Energy
AECOM
Markham, ON · Thornhill, Ontario
- $300,000 to $350,000 CAD / year
- Full-time
AECOM is seeking a Senior Vice President, Energy to lead the growth, market positioning, and strategic development of our Energy business across Canada. Reporting as part of the broader…

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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