AI Practise Lead (CCaaS & CCAI)
Job Location:
Mississauga - Canada
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Req Id: 430473
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. Its all developed and delivered by the members of #TeamBell and were 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 a Senior Solution Architect for Amazon Connect within the Solution Delivery team you will be the definitive technical authority on Contact Center as a Service (CCaaS) cloud transformations. You will lead the architectural design integration and deployment of Amazon Connect solutions for our enterprise clients. This role requires a visionary architect who can bridge the gap between complex business requirements and highly scalable AWS cloud infrastructure driving modern customer experience (CX) strategies and seamless migrations from legacy on-premise platforms.
Key Responsibilities
- Architectural Design & Strategy Architect design and document highly scalable resilient and secure Amazon Connect solutions. Define the overarching CCaaS architecture and best practices for the Solution Delivery team.
- Partner & Joint-Project Oversight Manage guide and oversee external delivery partners and system integrators (SIs) on joint projects. Act as the primary technical authority to ensure third-party deliverables align with Bells architectural standards quality benchmarks and deployment timelines.
- System Integration Design complex integrations between Amazon Connect and other AWS services (Lambda Lex DynamoDB Kinesis) as well as third-party enterprise systems (CRMs like Salesforce WFM and custom APIs).
- AI & Conversational Engineering Lead the design and implementation of Conversational AI Generative AI and Machine Learning capabilities. Leverage tools like Amazon Lex for intelligent
- NLU/chatbots Amazon Bedrock for generative customer experiences and Contact Lens for real-time speech analytics and sentiment analysis.
- Migration & Transformation Lead technical migration strategies from legacy on-premise contact center environments (e.g. Cisco UCCE Avaya) to Amazon Connect ensuring minimal disruption and optimized workflows.
- Technical Leadership Act as the primary technical point of contact for stakeholders. Mentor engineering teams oversee deployment phases and ensure solutions align with Bell Canadas enterprise security and compliance standards
- Pre-Sales & Scoping Collaborate with business leaders and project managers to scope requirements estimate effort and validate technical feasibility during the solution discovery phase.
Critical Qualifications
- Cloud & Contact Center Expertise Deep hands-on architectural experience with Amazon Connect and the broader AWS ecosystem. Proven background in contact center concepts (IVR routing dialers omnichannel CX).
- AI & Machine Learning Competency Demonstrated experience building and deploying conversational bots interactive voice response (IVR) flows and agent-assist features using Natural
- Language Understanding (NLU) Large Language Models (LLMs) Amazon Lex Amazon Bedrock and AWS Contact Lens.
- Technical Proficiencies Strong coding/scripting experience ( Python) for AWS Lambda. Knowledge of telecom protocols (SIP WebRTC) API development (REST/GraphQL) and data streaming.
- Experience 7 years in enterprise IT solution architecture with at least 3 years specifically focused on cloud-based contact center delivery and migrations.
- Certifications AWS Certified Solutions Architect (Professional) and/or specific Amazon Connect technical accreditations are highly preferred.
- Soft Skills Excellent communication and presentation skills capable of explaining complex architectural concepts to both technical and non-technical executive stakeholders.
- Industries Experience working with enterprise and public sector environments is an asset
- Language Bilingualism (English and French) is a strong asset for Bell Canada operations.
#LI-SS1
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: 04/01/2026
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 youll 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 youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll 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 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: CanadaON Mississauga
Bellone of Canadas Top 100 Employers.
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
