Senior Solution Architect, Conversational AI

Req Id: 429010

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell's Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.

As part of our team, you will be at the heart of our customer experiences.

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.

• Design end-to-end architectures for conversational AI platforms, including chatbots, voice bots, and AI assistants.
• Define and implement LLM-based architectures, including orchestration layers, RAG, and knowledge retrieval systems.
• Lead integration and development of scalable, multi-channel conversational frameworks (web, mobile, messaging, IVR).
• Establish monitoring, analytics, and KPIs to ensure performance, accuracy, user satisfaction, and system reliability.
• Collaborate with product owners, UX, and conversational design teams to define best practices for dialogue design, tone, fallback, and human escalation.
• Ensure solutions are secure, scalable, and compliant with enterprise governance standards.
• Provide technical mentorship to AI engineers and developers.
• Drive architectural standards, documentation, and best practices.

• Expert-level knowledge of Natural Language Understanding and Large Language Models.
• 5+ 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 and voice bots, with a desire to stay current on evolving AI trends
• Knowledge of web accessibility principles
• Bilingual (French / English) would be an asset

• Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Data Science, or related field.
• 5+ years of experience designing and maintaining customer-centric conversational experiences
• Expert in NLU and LLM design, preferably using Dialogflow CX or a similar platform
• Expertise in Agentic AI frameworks
• 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
• Familiarity with voice AI technologies and speech recognition
• 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

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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 : Alberta : Calgary || Canada : British Columbia : Vancouver || Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 04/09/2026

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.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we're actively recruiting for, unless stated otherwise. 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 [email protected] 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, Toronto

Bell, one of Canada's Top 100 Employers.