Senior Technical Architect I (Conversational AI)
Req Id: 423233
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 value diversity and provide a supportive, 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.
Summary
Bell is currently seeking an experienced Conversational AI Architect to work as part of an innovate and customer-focused team. You will utilize your passion and expertise to architect, design and deliver effective conversational interaction experiences in virtual assistants across multiple platforms. Working within an Agile framework, you will collaborate with cross-functional teams to meet the evolving needs of our customers.
Key Responsibilities
- Create and deliver conversational flows, overseeing release management and quality assurance testing across multiple environments
- Leverage insights from key performance indicators and customer journey analysis to continuously optimize the end user experience.
- Collaborate with senior architects and business stakeholders to understand the business goals and objectives of a solution.
- Contribute to the design and development of Virtual Assistant, working closely with senior team members to ensure alignment with overall technology strategy.
- Support the integration of various components of the Virtual Assistant, ensuring seamless functionality and performance.
- Participate in the deployment of the Virtual Assistant, following established procedures and best practices.
- Provide ongoing maintenance and support for the Virtual Assistant, including fault identification, troubleshooting, and performance optimization.
- Contribute to the creation and maintenance of architectural documentation, including diagrams and specifications.
- Assist in identifying and managing solution costs, contributing to efficient resource allocation.
- Proactive and results-oriented: Embraces challenges with enthusiasm and a positive "can-do" attitude, consistently exceeding expectations.
- Innovative and solution-focused: Proactively identifies opportunities for improvement and contributes creative solutions to enhance efficiency and effectiveness.
- Customer-centric: Demonstrates a strong understanding of customer needs and leverages this knowledge to deliver exceptional service and build strong relationships.
- Analytical and detail-oriented: Meticulously gathers and analyzes information to effectively identify and resolve complex problems.
- Collaborative team player: Actively contributes to a positive team environment, fostering collaboration and contributing to shared success.
- Growth-minded: Actively seeks opportunities to develop new skills and apply them to enhance job performance and contribute to organizational goals.
Critical Qualifications
- Undergraduate or Post Graduate degree in STEM
- 5+ years of experience designing and maintaining customer-centric conversational experiences
- Expert in NLU design, preferably using Dialogflow CX or a similar platform
- Certification in SAFE Agile Practioner and SAFE Agile Product Manager/Product Owner is an asset
- Expert-level knowledge of Natural Language Understanding and Large Language Models
- 3+ years of experience working with design platforms (e.g. Dialogflow CX)
- Experience working with data interchange formats, preferably JSON
- Knowledge of cloud computing services (GCP, Azure, etc.)
- Experience with AI/ML modeling would be a bonus
- Knowledge of the SAFE 5 Agile Operating Model, including the PI Planning Process
- Experience creating process-flow design diagrams to present to stakeholders to achieve buy-in
- Excellent written and verbal communication skills
- Experience conducting rigorous quality assurance and end-to-end conversational flow testing
- Ability to interpret insights from key performance indicators and customer-journey analysis to identify opportunity for continuous improvement
- Passion for AI-powered language models / chat bots, with a desire to stay current on evolving AI trends
- Knowledge of web accessibility principles
- · Experience working in an Agile operating model
- · Knowledge of Confluence and JIRA for cross-functional collaboration
- · Bilingual (French / English) would be an asset.
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Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 05/09/2025
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 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, Mississauga
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