Senior Technical Architect(AI Contact Center)
Description
Bell Canada is seeking a Senior Technical Architect for their Business Markets team. This role focuses on the architecture, design, and delivery of contact center solutions, leading and assisting delivery teams, and working with Project Managers. The position involves delivering advanced solutions in areas like IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre, and Internet & Private Networks.
What We're Looking For
Design and document contact center solutions, including integration to products like Genesys, NICE, AWS, and Google.
Oversee delivery of Contact Center as a Service (CCaaS) solutions such as Natural Language Understanding (NLU/NLP), Conversational Robot (AI – chat/voice Bots), Workforce Management (WFM), Workforce Optimization (WFO), and Self-Service IVR with call routing technologies.
Support development and integration teams in solution sizing, configuration, and integration of contact center solutions.
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.
Ideal Candidate
Knowledge of Genesys Cloud solution and its AI modules.
Solid knowledge of Contact Center solutions & product suites within Genesys, NICE, AWS, and/or Google.
Experience in solution design related to artificial intelligence (AI) with a focus on contact centers.
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, Twilio, Google).
Computer Science or Engineering background.
Software development and systems integration.
Database systems, data lakes and data warehouses.
Minimum Education
Computer Science or Engineering background
Hard Skills
Soft Skills
Work Hours
40 hours/week
Benefits
Special Commitments
Requires Security Clearance for Federal Government
Also Available At
About the Company
Bell Canada
Bell Canada is the country's largest communications company, providing consumers and businesses with solutions for all their communications needs. The company offers a wide range of services including high-speed fibre internet, 5G wireless networks, digital TV, and enterprise-level AI and cloud solutions. Bell is committed to connecting Canadians from coast to coast while fostering innovation through significant infrastructure investments.
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