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Senior Technical Architect(AI Contact Center & Genesys),CP3 1Bell • Toronto, Canada
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Senior Technical Architect(AI Contact Center & Genesys),CP3 1

Senior Technical Architect(AI Contact Center & Genesys),CP3 1

Bell • Toronto, Canada
9 days ago
Job type
  • Full-time
Job description
Summary The candidate is an accomplished expert in architecture, design and delivery of contact centre solutions. The selected candidate will work as a technical expert on key projects, assist and lead delivery teams while working in conjunction with Project Managers.

Key Responsibilities

Design and document contact centre solutions, including integration to industry known products for Genesys, NICE, AWS and/or Google.

Oversee delivery of contact centre solutions (CCaaS) such as Natural Language (NLU/NLP), Conversational Robots (AI chat/voice bots), WFM, WFO and self‑service IVR with call routing technologies.

Support development and integration teams in our delivery model, including solution sizing, configuration and integration activities.

Lead and participate in functional/technical analysis.

Produce feasibility and effort estimates.

Collaborate closely with Sales and Project Management teams.

Plan solution delivery steps, deployment phases, quality assurance guidelines, and identify delivery team members.

Support the integration team to ensure delivery.

Critical Qualifications

Knowledge of the Genesys Cloud solution and its AI modules.

Solid knowledge of contact centre solutions & product suites within Genesys, NICE, AWS and/or Google.

Experience in solution design related to artificial intelligence (AI) with a focus on contact centres.

Knowledge of different modes of AI resource utilisation (private/public endpoint) and their financial and operational impacts.

Cloud solution delivery experience is an asset (Amazon Connect, Twilio, Google).

Flexibility, mobility and desire to work on different types of contact centre projects (design, development, integration & configuration); remote work is possible.

Strong customer skills with experience interacting directly with customers.

Programming languages is an asset.

Computer Science or Engineering background.

Software development and systems integration experience.

Experience with database systems, data lakes and data warehouses.

English & French, spoken and written.

Security clearance for Federal Government.

Additional Information Position Type: Management Job Status: Regular – Full Time Job Locations: Mississauga, Halifax, Ottawa, Toronto, Montreal Work Arrangement: Hybrid (minimum 3 days in a Bell office per week) Application Deadline: 04/13/2026

Compensation & Benefits As a Bell team member you will receive a competitive salary and a comprehensive benefits package including medical, dental, vision and mental health benefits. Additional perks include a 35% discount on Bell services and access to exclusive partner offers.

Equal Opportunity Statement Bell is committed to fostering an inclusive workplace and encourages applicants who require accommodations during the hiring process to let us know. All candidates are considered for employment without regard to race, colour, national or ethnic origin, gender, sexual orientation, gender identity or expression, religion, age, disability, or any other legally protected characteristic.

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Senior Technical Architect(AI Contact Center & Genesys),CP3 1 • Toronto, Canada

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