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Added 20 mins ago
MC
Commercial Analyst
Meridian Credit Union
Guelph, ON · London, ON
- $52,000 to $75,000 CAD / year
- Full-time
…ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an…
Added 20 mins ago
R
Associate Director, Liquidity & Funding Product Owner
RBC
Toronto, ON
- Full-time
Proficiency in liquidity management tools and Microsoft Office Suite.
Added 35 mins ago
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Principal System Engineer
Backbase
Toronto, ON
- Full-time
…the driving force behind our strategic technical direction, platform reliability, and system resilience. This is an influential role where you will balance the hands-on resolution of…
Added 35 mins ago
R
Data Governance Business Analyst
Raise
Calgary, AB
- Full-time
Proficiency in MS office suite of tools, specifically PowerBI and Power Platform
Added 35 mins ago
IG
Identity Specialist II
Insight Global
Vancouver, BC
- $100,000 to $117,554 CAD / year
- Full-time
Strong Microsoft Entra ID / Azure AD and Active Directory experience
Added 35 mins ago
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Data and Insights Analyst
NAIT (Northern Alberta Institute of Technology)
AB · Edmonton, AB
- Full-time
Experience with Microsoft Fabric or a similar lakehouse platform, Python, Campus Solutions, and a current Microsoft Fabric or Power BI certification is an asset.
Added 35 mins ago
TG
Senior Financial Analyst
TMX Group
Toronto, ON
- $90,000 to $110,000 CAD / year
- Full-time
Technical & Analytical Expertise: Advanced proficiency in Microsoft Excel (complex financial model building, pivot tables) and Google Workspace / Microsoft 365 environments.
Added 35 mins ago
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ServiceNow SAM Administrator - ITAM
BMO
Toronto, ON · YNG
- Full-time
Manage SAM-related system upgrades, patches, and platform enhancements.
Added 35 mins ago
AVP IT Delivery
Aviva
Markham, ON
Experience managing dependencies, shared resources, and competing priorities across a portfolio of enterprise IT initiatives, such as core platform, cloud, data, and modernization programs.
Added 50 mins ago
ZC
Internal Controls Governance Analyst - 12-month Contract
Zurich Canada
Toronto, ON
- Full-time
Strong Microsoft Excel and PowerPoint skills, including developing management reporting, dashboards and executive-level presentations.
Added 50 mins ago
GR
Technical Sales & Market Development Manager – Canada
Go RH
Montreal, QC
- Full-time
Software Tools: Proficiency in Microsoft 365; hands-on experience with an ERP system (Epicor is an asset).
Added 50 mins ago
EB
Bilingual Fraud Analyst - Cards
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
…people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since…
Added 1 hour ago
RC
Supervisor, Data Architect
RSM Canada
Toronto, ON
- Full-time
Design and develop ETL pipelines that consolidate data from various source systems into a unified data platform, including defining source-to-target mappings, business rules, and any…
Added 1 hour ago
NA
Data and Insights Analyst
Northern Alberta Institute of Technology
St. Catharines, ON · Main Campus
- Full-time
Experience with Microsoft Fabric or a similar lakehouse platform, Python, Campus Solutions, and a current Microsoft Fabric or Power BI certification is an asset.
Added 1 hour ago
AI Practise Lead (CCaaS)
Bell
Mississauga, ON
Multi-Platform Integration: Design complex integrations between CCaaS platforms and broader cloud ecosystems, CRM systems (such as Salesforce, ServiceNow, and Microsoft Dynamics), Work…
Added 1 hour ago
HI
Senior Data Science Developers
HRbrain Inc.
Toronto, ON
- Full-time
The candidate must demonstrate their experience with automating data pipelines using appropriate Microsoft Azure Platform/Technologies (SQL,Python, Databricks and Azure Data Factory)
Added 1 hour ago
B
Section Chief, Engineering - Defense
Bombardier
Dorval, QC
- Full-time
Deploy Lessons Learned and Best Project Practices onto the derivative platform
Added 1 hour ago
B
Product Manager
Bevertec
Toronto, ON · Greater Toronto Area, Canada
- Contract
Added 1 hour ago
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Technical Sales & Market Development Manager – Canada
Humanify
Montreal, QC
- Full-time
Software Tools: Proficiency in Microsoft 365; hands-on experience with an ERP system (Epicor is an asset).
Added 1 hour ago
NV
Microsoft Azure Administrator (ID#5603)
New Value Solutions
Vancouver, BC · Greater Vancouver Metropolitan Area
- Contract
Microsoft Certified: Power Platform Developer Associate.
Added 1 hour ago
TG
Senior Financial Analyst
TMX Group
Toronto, ON
- $90,000 to $110,000 CAD / year
- Full-time
Technical & Analytical Expertise: Advanced proficiency in Microsoft Excel (complex financial model building, pivot tables) and Google Workspace / Microsoft 365 environments.
Added 1 hour ago
D
Product Lifecycle Manager
Danica
Vancouver, BC
- Full-time
…effectively using it as a PLM (Product Lifecycle Management) platform. Regularly update task assignments, track deliverables, and configure workflows to reflect the specific needs of our…
Added 1 hour ago
E
Sales Coordinator
Evertz
Burlington, ON
- Full-time
Knowledge of Microsoft Excel, Word, and Outlook
Added 1 hour ago
SA
Field Operations and Scheduling Coordinator 1
Sonova AG
Vernon, BC
- $21.98 to $24.18 CAD / hour
Proficient and confident with computers, including Microsoft Office 365, Adobe Acrobat, Google Maps, CRM software, and scheduling systems
Added 1 hour ago
Bilingual Automotive Fixed Ops Specialist - Training and Implementation
PBS Systems
Calgary, AB
PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun!

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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