Senior Technical Architect II

Senior Technical Architect II (Contact Center) Join to apply for the Senior Technical Architect II (Contact Center) role at Bell. At Bell, we advance how Canadians connect with each other and the world by providing the best network technologies, innovative digital solutions and seamless customer experiences. We foster a supportive and inclusive community where all team members succeed. On the Bell Business Markets team, you’ll be a vital part of driving innovation for enterprise‑scale customers, delivering advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. Key Responsibilities Participate in the development and/or configuration of managed contact centre solutions and CCaaS, including components related to Cisco UCCE, Cisco CVP, Natural Language (NLU/NLP), conversational robot (AI chat/voice bots), WFM, WFO and/or self‑service IVR. Work on projects and be guided to successfully deliver/migrate technical solutions. Participate in meetings with clients, internal teams and external partners. Perform functional/technical analysis to define the target solution. Stay abreast of emerging technologies, industry best practices and market trends, proactively identifying opportunities for improvement, innovation and automation. Critical Qualifications Knowledge of Contact Centre solutions or product suites from Cisco UCCE, CVP, Genesys, NICE, AWS, Google and CRMs. Team‑based delivery and strong customer‑focus throughout the project cycle. Ability to manage multiple delivery activities and priorities simultaneously. Bachelor’s degree in Computer Science, Information Technology or related field, or equivalent experience. Proven experience with a wide variety of software, hardware and cloud‑based solutions. Experience creating call routing strategies in Cisco ICM and Cisco CVP. Experience with cloud‑computing architectures (IaaS, CCaaS, PaaS, SaaS, serverless). Fluent English, spoken and written. Preferred Qualifications Decisive problem solver who proactively addresses challenges. Strategic, adaptable thinker who analyzes problems comprehensively and develops innovative solutions. Effective and empathetic communicator suited to diverse audiences. Highly adaptable and resourceful when facing evolving demands. Collaborative team builder who promotes shared purpose. Dedicated mentor and coach who welcomes guidance and mentorship. Adequate knowledge of French is required for positions in Quebec. Additional Information Position Type: ManagementJob Status: Regular – Full TimeJob Location: Canada – Ontario (Mississauga, Don Mills, London); Quebec (Montreal)Work Arrangement: Hybrid (minimum 3 days a week in a Bell office)Application Deadline: 11/17/2025 For hybrid arrangements, candidates must be based in Canada and report to a Bell office at least 3 days a week. 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. If you have questions or feedback regarding accessibility, please complete the Accessibility feedback form or visit our Accessibility page. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy for details on collection and use of information. We are proud to foster an inclusive workplace where all team members feel valued, respected and supported. Bell is one of Canada’s Top 100 Employers. Job Details Seniority level: Not ApplicableEmployment type: Full-timeJob function: Engineering and Information TechnologyIndustries: IT Services & Consulting, Telecommunications, Wireless Services #J-18808-Ljbffr