Senior Technical Architect(AI Contact Center) - Toronto - Bell Canada

Description

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Senior Technical Architect(AI Contact Center)

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

The candidate is an accomplished expert in architecture, design and delivery of contact center solutions. The selected candidate will work as a technical expert in key projects, will assist and lead the delivery teams while working in conjunction with our Project Managers.

Key Responsibilities

• Design and document contact center solutions, including integration to other industry known products for the follow: Genesys, NICE, AWS and/or Google.
• The Architect would over see delivery of contact center solutions (CCaaS), such as Natural Language (NLU/NLP), Conversational Robot (AI – chat/voice Bots), WFM, WFO and/or Self Service IVR with call routing technologies, etc.
• Support the development and integration teams in our delivery model, which includes activities such as solution sizing, configuration and integration of contact centre solutions.
• Lead and participate in functional/technical analysis.
• Produces feasibility and effort estimates.
• Collaborates closely with the Sales and Project Management teams.
• Plans solution delivery steps, deployment phases, quality assurance guidelines, and identifies delivery team members.
• Supports the integration team to ensure delivery.

Critical Qualifications

• Knowledge of the Genesys Cloud solution as well as its AI modules
• Solid knowledge of Contact Center solutions & product suites within one or more of the following editors: 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 utilization (private/public endpoint) and their financial and operational impacts.
• Cloud solution delivery experience is an asset (Amazon Connect, Twillio, Google).
• Flexibility, mobile and desire to work on different types of contact center projects (design, development, integration & configuration) and which remote work is possible.
• Strong customer skills, with work experience and ability to work directly with customers.
• Programming languages is an asset .
• Computer Science or Engineering background.
• Software development and systems integration.
• Database systems, data lakes and data warehouses.
• English & French, spoken and written.
• Security Clearance for Federal Government.

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Management

Job Status: Regular - Full Time

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

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 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.