Senior Technical Architect

Job description:

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.

Key Responsibilities:

• 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.

Critical Qualifications:

• 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

Preferred Qualifications:

• Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Data Science, or related field.
• 10+ years of overall experience with at least 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.

Skills

Architect, Architecture, Dialogflow, Dialogflow CX, LLM, Large Language Models, NLU, Natural Language Understanding