Senior Solution Architect (Amazon Connect-CCaaS)

Req Id: 430369

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. It’s all developed and delivered by the members of #TeamBell and we’re 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.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

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

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.

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 Bell’s architectural standards, quality benchmarks, and deployment timelines.

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).

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.

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.

Act as the primary technical point of contact for stakeholders. Mentor engineering teams, oversee deployment phases, and ensure solutions align with Bell Canada's 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

7+ years in enterprise IT solution architecture, with at least 3+ years specifically focused on cloud-based contact center delivery and migrations.

Deep, hands-on architectural experience with Amazon Connect and the broader AWS ecosystem. Proven background in contact center concepts (IVR, routing, dialers, omnichannel CX).

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.

Strong coding/scripting experience (Node.js, Python) for AWS Lambda. Knowledge of telecom protocols (SIP, WebRTC), API development (REST/GraphQL), and data streaming.

AWS Certified Solutions Architect (Professional) and/or specific Amazon Connect technical accreditations are highly preferred.

Excellent communication and presentation skills, capable of explaining complex architectural concepts to both technical and non-technical executive stakeholders.

Experience working with enterprise and public sector environments is an asset

Eligible to obtain Government of Canada security clearance

Adequate knowledge of French is required for positions in Quebec.

Additional Information Position Type:

Management

Job Status:

Regular - Full Time

Job Location:

Canada : Ontario : Toronto || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : Montreal

Work Arrangement:

Hybrid

Application Deadline:

08/14/2026

competitive salary

medical, dental, vision and mental health benefits

35% discount on our services and access exclusive offers from our partners

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll 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, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll 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 recruitment@bell.ca 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: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.

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