Lead CCaaS AI architecture and delivery for Bell in a hybrid management position based in Mississauga, Ottawa, Toronto, or Montreal. Guide cloud contact center transformations.
As AI Practice Lead for CCaaS, you will serve as Bell’s technical authority within BBM Qualified Services. Shape the AI delivery practice, advise enterprise and public sector clients, and guide complex project deliveries. Your work spans conversational AI, generative AI, platform integrations, and migration strategies.
Key Responsibilities:
- Establish CCaaS AI architectural blueprints, playbooks, and best practices
- Govern delivery quality across engineering teams and external integrators
- Lead discovery workshops and define client AI roadmaps
- Design conversational, generative AI, and interaction analytics solutions
- Architect migrations from legacy contact centers to cloud CCaaS
Requirements:
- Five-plus years with at least two primary CCaaS platforms
- AI, machine learning, NLU, and contact center deployment experience
- Seven-plus years in enterprise IT or consulting architecture
- Strong REST, GraphQL, streaming, Node.js, Python, or Lambda knowledge
- Excellent executive advisory, presentation, communication, and mentoring skills
Bring CCaaS architecture, AI engineering, and technical leadership to Bell’s enterprise contact center transformations across Canada.
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📌 AI Practice Lead CCaaS Architecture (Ottawa)
🏢 Bell
📍 Ottawa