Senior Solution Architect, Conversational AI

Req Id:421567

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.

At Bell, data science experts like you are shaping the future. You'll create, apply and work with algorithms that learn and analyze data, just like the human brain. By leveraging AI and machine learning technologies, you'll help us deliver better experiences and service innovations to Canadians.

Plus, through our partnerships, you'll have the opportunity to learn and grow alongside other AI professionals to advance your career and make a lasting impact.

Bell is currently seeking an experienced Conversational AI Architect to work as part of an innovative 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.

• Define a vision and overall strategy; be a champion for ongoing product performance and evolution
• Prioritize product features and capabilities
• Process design mapping; presenting to key stakeholders to gain buy-in
• 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

• 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
• Bilingual (French / English) would be an asset

• 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
• Knowledge of JIRA for cross-functional collaboration
• Experience building presentation material and presenting to executive audiences
• Experience with Design Thinking, user studies, or usability testing
• Ability to use analysis to set performance targets, leverage insights from reporting, and prioritize feature backlog
• Experience working within a telecommunications environment would be a bonus

Adequate knowledge of French is required for positions in Quebec.

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: 12/27/2024

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.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you’ll feel valued, respected and supported as you grow and reach your full potential.

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, Don Mills