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Added 9 mins ago
D
Advisor, Business development and sales support
Desjardins
Montreal, QC · Quebec, QC
- Full-time
As a sales and business development support advisor, you help serve and maintain business relationships with members and clients. You help sell products and services through multiple…
Added 9 mins ago
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Associate Financial Advisor
CIBC
Walkerton, ON
- Full-time
As a member of the Imperial Services team, you’ll work in a fast-paced Banking Centre where you’ll make a meaningful difference in our clients' lives. As an Associate Financial Advisor,…
Added 23 mins ago
BF
Business Partner People & Culture
BC Financial Services Authority
Vancouver, BC
- $73,182 to $107,310 CAD / year
- Full-time
When you join us, you become part of a high-performing team. Here, each Team Member can bring their unique talent to make outstanding contributions as we work towards the common goal of…
Added 38 mins ago
PC
Director, Building Science and Resiliency
Pinchin Canada
Wainfleet, ON
- $150,000 to $200,000 CAD / year
- Full-time
National BSR structure and collaboration: Operate as a key member of Pinchin’s national Building Science & Resiliency leadership structure. Partner with the Senior Vice President, regional…
Added 53 mins ago
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Senior Financial Advisor - 3rd Street, Medicine Hat, AB
Scotiabank
Medicine Hat, AB
- Full-time
Our Advisors are customer-centric and able to connect with people in a relatable way. As an essential member of the Canadian Banking Branch network, our focus is to provide exceptional…
Added 53 mins ago
UO
Programming Research Specialist, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Full-time
Positive attitude and demonstrated ability to be a collaborative team member.
Added 53 mins ago
SI
HACCP Advisor
Saputo Inc.
Calgary, AB
- Full-time
The HACCP Advisor is a key food safety leadership position responsible for supporting the QC Manager in the management, maintenance, and continuous improvement of the Plant's Food Safety…
Added 53 mins ago
CU
Career Consultant
Carleton University
Ottawa, ON
- Other
…support and resources. The Career Consultant is an integral member of the central Career Services office and as such is expected to present a positive, knowledgeable, professional…
Added 53 mins ago
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Associate Financial Advisor
CIBC
Strathroy, ON
- Full-time
As a member of the Personal and Business Banking team, you’ll work in a fast-paced Banking Centre where you’ll make a meaningful difference in our clients' lives. As an Associate Financial…
Added 53 mins ago
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Senior Manager, Strategic Learning
BMO
Toronto, ON · FCP
- Full-time
Provides strategic input into business decisions as a trusted advisor.
Added 1 hour ago
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Business Advisor
Thrive Wealth Management
Regina, SK
- Full-time
…prioritize performance excellence, and our employees champion each member’s success, ultimately contributing to a thriving…
Added 1 hour ago
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Administrative Assistant
MNP
Saskatoon, SK
- Full-time
…firm by supporting internal and external clients. As a trusted advisor, you’ll ensure the efficient and effective operation of our…
Added 1 hour ago
Total Rewards Analyst
UFA Co-operative Ltd.
Calgary, AB
We are growing and are currently seeking a knowledgeable and customer-focused Total Rewards Advisor to support the administration, communication, and continuous improvement of UFA's total…
Added 1 hour ago
Business Advisor - Kildonan Place Branch, Winnipeg MB
Scotiabank
Winnipeg, MB
Our Advisors are customer-centric and able to connect with people in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional…
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
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
…Ontario’s workers and businesses. It serves more than 174,000 member firms and 4.2 million workers across the agricultural, manufacturing and service sectors. A proud partner in the…
Added 1 hour ago
PI
Director, Building Science and Resiliency
Pinchin in Canada
Richmond, BC
- $150,000 to $200,000 CAD / year
- Full-time
National BSR structure and collaboration: Operate as a key member of Pinchin’s national Building Science & Resiliency leadership structure. Partner with the Senior Vice President, regional…
Added 1 hour ago
T
Senior Customer Success Manager
Trulioo
Remote, Canada
- $100,000 to $130,000 CAD / year
- Full-time
- Remote
Proven ability to become a trusted advisor by focusing on customer outcomes and the business value of software.
Added 1 hour ago
LI
Director, Product Marketing
Loopio Inc.
Remote, Canada
- $136,000 to $175,000 CAD / year
- Full-time
- Remote
Act as a trusted advisor to product team peers on roadmap prioritization, bringing market and competitive context to major build decisions
Added 1 hour ago
TC
Human Resources Operations Advisor
The Corporation of The City of Victoria
Victoria, BC
- Other
Reporting to the Manager, Human Resources, the Human Resources Operations Advisor is a key member of the People and Culture team and is responsible for providing portfolio-based operational…
Added 1 hour ago
A
Medical Operations Intern - PHMI Graduate Diploma
Amgen
Mississauga, ON · Canada - Mississauga
- Full-time
…Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver…
Added 1 hour ago
KB
HR and Safety Manager
KingFisher Boats Inc.
Vernon, BC
- $90,000 to $120,000 USD / year
- Full-time
Contribute to Hi-5 planning, organizational development, and operational decision-making as a member of the Senior Management Team.
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…
Added 2 hours ago
M
Sales Enablement Coordinator
Manulife
Vancouver, BC · Toronto, ON · Waterloo, ON
- Full-time
The Sales Enablement Coordinator is an integral member of the Mass Market Sales team, providing administrative and sales support to leadership and internal and external sales colleagues.…
Added 2 hours ago
Financial Advisor - LaSalle, ON
Scotiabank
Lasalle, ON
Our Advisors are customer-centric and able to connect with people in a relatable way. As an essential member of the Canadian Banking Branch network, our focus is to provide exceptional…

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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