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Added 2 hours ago
M
Cloud Solution Architect - AI Apps - Full-time LOA backfill
Microsoft
Calgary, AB · Vancouver, BC
- Full-time
We are looking for a Cloud Solution Architect (CSA) who is passionate about driving our customers’ application innovation & AI transformation on the Microsoft platform. As part of this…
Added 2 hours ago
E
AI Developer Test Management
Ericsson
Ottawa, ON
- Full-time
Knowledge and hands on experience in Agentic AI solution in test
Added 2 hours ago
Network and Infrastructure Architect.
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Winnipeg, MB
The Network and Infrastructure Architect provides architecture direction for the Government’s network and infrastructure environment, supporting secure, reliable, scalable, and sustainable…
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VC
Amazon Connect Developer / Designer
VBeyond Corporation
Toronto, ON
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AWS Solution Architect/SysOps certification or relevant Amazon Connect accreditation is preferred.
Added 2 hours ago
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Senior Manager Solution Architect
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Toronto, ON
- Full-time
The GSAD Solution Architect will take a lead in providing sales support and solution configuration on large, complex, Consulting and Managed Services deals and working with other SAs within…
Added 3 hours ago
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Senior Salesforce Engineer
Canadian Cancer Society
Vancouver, BC
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5+ years of Salesforce development experience in complex enterprise environments, including technical leadership across solution design, development, integrations, and releases.
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Uipath Sr.Dev
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Ability to design, architect and solution in UiPath
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Product Technical Lead (SAP FICO)
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Toronto, ON
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Reporting to the IT Product Owner, you will lead solution design, architecture, and strategic business alignment across SAP S/4HANA Finance and Controlling (FICO), with exposure to Concur,…
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AI Developer Test Management
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Ottawa, ON
- Full-time
Knowledge and hands on experience in Agentic AI solution in test
Added 4 hours ago
GO
Network and Infrastructure Architect.
Government of Manitoba
Winnipeg, MB
- Full-time
The Network and Infrastructure Architect provides architecture direction for the Government’s network and infrastructure environment, supporting secure, reliable, scalable, and sustainable…
Added 5 hours ago
RC
Supervisor, Data Architect
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Toronto, ON
- Full-time
Experience conducting solution / technical assessments.
Added 5 hours ago
Senior AI Engineer, IT Solutions 1 1 1
Celestica International LP
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Proven ability to architect end-to-end AI solutions from discovery to production deployment.
Added 5 hours ago
AI Practise Lead (CCaaS)
Bell
Mississauga, ON
Migration & Transformation: Architect technical migration strategies from legacy on-premise contact center environments (e.g., Avaya, Cisco) to modern, AI-powered cloud CCaaS architectures.
Added 5 hours ago
HI
CAN – HR Analyst III
HRbrain Inc.
Toronto, ON
- Full-time
Support Lead Learning Solution Architect (LSA) on execution of large pan-portfolio L&D initiatives and complex learning solutions for LOB specific initiatives,
Added 5 hours ago
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Microsoft Azure Administrator (ID#5603)
New Value Solutions
Vancouver, BC · Greater Vancouver Metropolitan Area
- Contract
Microsoft Certified: Power Platform Solution Architect Expert.
Added 5 hours ago
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Databricks Partner Solutions Leader
Slalom
Calgary, AB
- Full-time
…most important business challenges. As a Databricks Partner Solution Lead, you will sit at the intersection of Slalom’s Databricks business unit, regional sales teams, industry leaders,…
Added 6 hours ago
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Salesforce Technical Lead
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Surrey, BC
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Working closely with the Salesforce Solution Architect, Product Management, and Product Owners, the Salesforce Technical Lead translates approved architectural direction, business…
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Principal Product Mgr. - Tech, Programmatic Reporting, Measurement, Ad Tech, and Data Science (MADS)
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Go-to-Market Execution: Lead product launches and deprecations; align GTM, partner, and solution architect teams on enablement and adoption strategies.
Added 6 hours ago
RI
VMware Specialist
Raas Infotek
AB · Alberta, Canada
- Contract
…performing VMware upgrades. This role requires a technical architect/implementator with experience planning and implementing VMware upgrade from VSphere 8 to VCF 9.x spanning multiple data…
Added 6 hours ago
RI
IT Specialist - VMware
Raas Infotek
AB · Edmonton, AB
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…performing VMware upgrades. This role requires a technical architect/implementator with experience planning and implementing VMware upgrade from VSphere 8 to VCF 9.x spanning multiple data…
Added 6 hours ago
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IT Specialist - VMware
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AB · Edmonton, AB
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This role requires a technical architect/implementator with experience planning and implementing VMware upgrade from VSphere 8 to VCF 9.x spanning multiple data centres in Canada and the US.
Added 6 hours ago
NV
Senior Technical Architect (ID#5601)
New Value Solutions
Canada
- Part-time
New Value Solutions, a national IT consulting company, is seeking a part-time Senior Technical Architect to provide technical architecture leadership and advisory services supporting CST…
Added 6 hours ago
RI
IT Specialist – Vmware
Raas Infotek
AB · Edmonton, AB
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…performing VMware upgrades. This role requires a technical architect/implementator with experience planning and implementing VMware upgrade from VSphere 8 to VCF 9.x spanning multiple data…
Added 6 hours ago
FI
Infrastructure Architect Lead
FP Inc.
Toronto, ON · Scarborough, ON
- $80 to $91 CAD / hour
- Contract
Define infrastructure requirements, solution options, and recommendations aligned with business priorities and enterprise standards.
Added 7 hours ago
RI
IT Specialist - VMware
Raas Infotek
AB · Edmonton, AB
- Contract
…performing VMware upgrades. This role requires a technical architect/implementator with experience planning and implementing VMware upgrade from VSphere 8 to VCF 9.x spanning multiple data…

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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