Ccaas Ai Practice Lead

Lead CCaaS AI architecture and delivery from Bell’s hybrid offices in Mississauga, Ottawa, Toronto, or Montreal. Shape conversational and generative AI solutions.As Bell’s AI Practice Lead for CCaaS, you will guide internal practice development and advise enterprise and public sector clients. You will lead delivery architectures, mentor engineering teams, and design cloud contact center solutions across Genesys Cloud CX, Amazon Connect, or NICE CXone. The position combines technical governance, discovery workshops, migration strategy, and pre-sales collaboration. Five-plus years of CCaaS platform architecture and delivery experience is required.Key Responsibilities:
Establish CCaaS AI architectural blueprints and delivery playbooksOversee technical governance on high-value CCaaS projectsLead client discovery workshops and define AI roadmapsDesign conversational, generative AI, and interaction analytics solutionsArchitect integrations with CRM, WFM, and cloud ecosystemsRequirements:
Five-plus years across at least two primary CCaaS platformsExperience deploying contact center AI, NLU, and LLM solutionsSeven-plus years in enterprise IT or consulting solution architectureThree-plus years in cloud contact center delivery and migrationsREST, GraphQL, streaming, Node.Js, Python, or AWS Lambda knowledgeBring CCaaS architecture, AI engineering, client advisory, and technical leadership to Bell’s enterprise transformation practice.
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