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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