Senior Solution Architect- Amazon Connect (Ottawa)

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, bridging complex business requirements with scalable AWS cloud infrastructure and driving modern customer experience 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 such as 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 NLU, 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: 06/10/2026

Benefits

As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of perks 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.

Equal Opportunity

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.

Application Process

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.