Bell Canada Enterprises is hiring a Senior Technical Architect, an expert in architecture, design, and delivery of contact center solutions. In this role, you will serve as a technical expert on key projects, guiding delivery teams and working closely with our project managers.
What You'll Do
- Design and document contact center solutions, including integration with well-known industry products such as Genesys, NICE, AWS, and/or Google.
- Oversee the delivery of CCaaS contact center solutions, such as natural language (NLU/NLP), chatbots (AI – chat/voice bots), workforce management (WFM), workforce optimization (WFO), and/or self-service IVR solutions with call routing technologies.
- Support the development and integration team within our delivery model, including activities like sizing solutions, configuring, and integrating contact center platforms.
- Supervise and participate in functional/technical analysis.
- Provide feasibility and effort estimates.
- Collaborate closely with Sales and Project Management teams.
- Plan solution delivery milestones, deployment phases, quality assurance guidelines, and identify delivery team members.
- Support the integration team to ensure successful delivery.
What We're Looking For
- Knowledge of the Genesys Cloud solution and its AI modules.
- Strong understanding of contact centers and solutions & products from one or more of the following providers: Genesys, NICE, AWS, and/or Google.
- Experience designing AI-focused solutions for contact centers.
- Knowledge of different AI resource usage modes (private/public endpoint) and their financial and operational impacts.
- Flexibility, mobility, and desire to work on different types of contact center projects (design, development, integration, configuration) where remote work is possible.
- Strong customer service skills and experience working directly with clients.
- Experience in computer science or engineering.
- Experience in software development and systems integration.
- Knowledge of database systems, data lakes, and data warehouses.
- English & French, spoken and written.
- Federal government security clearance.
Nice to Have
- Experience delivering cloud solutions is an asset (Amazon Connect, Twillio, Google).
- Programming skills are an asset.
Technical Stack
- Genesys Cloud, NICE, AWS, Google, Amazon Connect, Twillio, NLU/NLP, WFM, WFO
Team & Environment
You will work closely with project managers and lead delivery teams.
Benefits & Compensation
- Comprehensive compensation program including a competitive salary and extensive benefits.
- Medical, dental, vision, and mental health care.
- 35% discount on Bell services and access to exclusive partner offers.
- Flexible work hours.
Work Mode
This is a hybrid role with locations in Mississauga, Ontario; Toronto, Ontario; and Montréal, Québec.
At Bell, we are proud of our commitment to promoting an inclusive and accessible workplace where all team members feel valued, respected, supported, and included.
