Bell Canada Enterprises is hiring a Senior Technical Architect to be an expert in the architecture, design, and delivery of advanced contact center solutions. You will act as a technical lead on key projects, guiding delivery teams and collaborating closely with Project Managers to bring sophisticated customer experience technologies to life.
What You'll Do
- Design and document comprehensive contact center solutions, including integrations with industry products from Genesys, NICE, AWS, and/or Google.
- Oversee the delivery of CCaaS solutions, such as Natural Language Understanding (NLU/NLP), AI-powered chatbots and voice bots, WFM, WFO, and Self-Service IVR with call routing.
- Support development and integration teams with solution sizing, configuration, and integration of contact center platforms.
- Lead and participate in functional and technical analysis sessions.
- Produce feasibility studies and effort estimates for proposed solutions.
- Collaborate closely with the Sales and Project Management teams.
- Plan detailed solution delivery steps, deployment phases, quality assurance guidelines, and identify required delivery team members.
- Support the integration team to ensure successful project delivery.
What We're Looking For
- Expert knowledge of the Genesys Cloud solution and its AI modules.
- Solid experience with Contact Center product suites from one or more of: Genesys, NICE, AWS, and/or Google.
- Proven experience in solution design related to artificial intelligence (AI) with a focus on contact center applications.
- Understanding of different AI resource utilization modes (private/public endpoints) and their financial and operational impacts.
- Flexibility and a desire to work on various types of contact center projects (design, development, integration & configuration); remote work is possible.
- Strong customer-facing skills and experience working directly with clients.
- A background in Computer Science or Engineering.
- Experience in software development and systems integration.
- Knowledge of database systems, data lakes, and data warehouses.
- Proficiency in spoken and written English & French.
- Ability to obtain Security Clearance for Federal Government projects.
Nice to Have
- Cloud solution delivery experience with platforms like Amazon Connect, Twilio, or Google.
- Programming language skills are an asset.
Technical Stack
- Genesys Cloud
- NICE
- AWS
- Google Cloud
- Amazon Connect
- Twilio
Team & Environment
You will work on the Bell Business Markets team, partnering with Project Managers and collaborating closely with Sales and Project Management teams.
Benefits & Compensation
- A comprehensive compensation package including a competitive salary.
- Medical, dental, vision, and mental health benefits.
- A 35% discount on Bell services.
- Access to exclusive offers from our partners.
Work Mode
This is a hybrid role based in Canada, with locations in Mississauga, Ontario; Toronto, Ontario; or Montreal, Quebec.
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.
