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Director, Treasury & Business Intelligence
Avana
Regina, SK
- Full-time
Lead significant insurance negotiations and oversee broker performance, claims management, and renewal strategy.
Added 13 mins ago
HT
Material Handler
Husky Technologies
Bolton, ON
- Full-time
Focus and prioritize work based on the daily project requirements
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HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
Regularly provide feedback to product development teams and management: present project updates at service issue review meetings, attend design reviews to identify risks, submit continuous…
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HT
Advanced Applications Blow Molding Specialist
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
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Coordinator, Health, Safety & Environment - Energy & Utilities
GTel
London, ON
- $58,760 to $73,450 CAD / year
- Full-time
…and Energy Services across Ontario and Alberta, with periodic project work throughout other Canadian and U.S. regions. This role plays a critical part in advancing safety performance,…
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Engineer, Field Service
Irving Shipbuilding
Halifax, NS
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
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Civil Engineer - Water
Black & Veatch
Markham, ON
- $115,280 to $192,140 CAD / year
- Full-time
Is responsible for one or more of the following: overseeing collection, assimilation, and management of data for engineering work; leading smaller production teams; and serving as the…
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Director, Financial Accounting and Systems Integration
Baycrest
Toronto, ON
- Full-time
The Director serves as the Finance lead for major technology, systems, and business transformation initiatives impacting financial operations, reporting, controls, data management, and…
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Senior Strategy Consultant (Growth, Digital Assets & Emerging Technology)
MultiChain Advisors (MCA)
Toronto, ON
- Full-time
Demonstrated experience in strategy consulting, growth strategy, business operations, project management or a comparable client-facing role, with evidence of independently owning…
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Senior SAP FI Functional Consultant / AMOA – S/4HANA
PIXIE
Montreal, QC
- €80 to €90 EUR / hour
- Contract
Communicate project status, risks, gaps and decisions to local management and the central implementation team.
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Project Manager
Centre de services scolaire Marguerite-Bourgeoys - CSSMB
Montreal, QC
- Full-time
Have relevant experience in construction project management (an asset)
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Manufacturing Engineer
StaffingSolutionsbySarah
Belleville, ON
- Full-time
Lead and support Kaizen events, 5S, and CAGYS initiatives
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Biobank Specialist
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
…responsible for the design, development, implementation, training, management, coordination, maintenance and execution of biosamples for Healthy Future Sask, Saskatchewan’s expansion of the…
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Customer Success Manager - Enterprise
Caribou
Remote, Canada
- $80,000 to $95,000 CAD / year
- Full-time
- Remote
Customer Success at Caribou combines consulting, project and relationship management, analytics, data storytelling, and applying behavioral psychology principles to caregiver engagement…
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Client Success Manager/Google Ads Specialist for a digital marketing agency
Limitless Agency
Remote, Canada
- $42,000 to $48,000 USD / year
- Full-time
- Remote
Experience with CRM systems, client communication platforms, and project-management tools (specific platforms are flexible).
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SC
People Partner
SLR Consulting
Calgary, AB · Vancouver, BC · Guelph, ON · Toronto, ON
- Full-time
…& Development and Centers of Excellence while coordinating project teams and providing mentorship or guidance to People Advisors, while maintaining clear accountability boundaries between…
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Sr Supervisor, Mill Engineering
Nutrien
Vanscoy, SK
- Full-time
Lead, coach, mentor, and develop Project Managers, Engineers, and Inspection personnel while building a culture of safety, ownership, accountability, inclusion, and continuous improvement
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Project Manager - PL#60248
Peter Lucas
Halifax, NS
- Full-time
Lead and coordinate project management activities supporting the development and delivery of a comprehensive transportation infrastructure business case
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PC
Director, Building Science and Resiliency
Pinchin Canada
Wainfleet, ON
- $150,000 to $200,000 CAD / year
- Full-time
Technical governance and risk: Set and uphold standards for technical quality, peer review, documentation, and risk management. Support senior staff on complex or higher-risk projects and…
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8S
Technical Product Manager
8090 Solutions Inc
Toronto, ON
- Full-time
Lead discovery with prospective and committed customers to identify technical risks (APIs, integrations, data availability, security constraints) and create accurate, execution-ready PRDs.
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Associate Director
Turner & Townsend
Toronto, ON
- Full-time
The role combines project and commercial leadership with subject-matter expertise. Associate Directors are expected to help clients solve complex asset-management problems, translate…
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Production Supervisor
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Lead daily shift performance reviews and support visual management systems to drive accountability and operational performance.
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Consultant(e) En Développement Des Talents Et En Développement Organisationnel/Talent & Organizational Development Consultant
Aston Carter
Ottawa, ON
- $60 to $75 CAD / hour
- Contract
Added 42 mins ago
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UAT Lead, Payments
Cognizant
Toronto, ON
- Full-time
As a UAT Lead, Payments, you will make an impact by leading the end-to-end delivery and successful execution of User Acceptance Testing across complex payment initiatives. You will work…
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Workday Senior Certified Payroll Consultant
UST
ON · Ontario, Canada
- Full-time
Lead the following as a member of a deployment team, or coach others to do so successfully: gather and document client business requirements, design and configure the Workday solution,…

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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