Req Id: 431497
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.
On the Customer Operations Conversational AI team, you'll be a vital part of making innovation happen. Your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next-generation services.
- Take ownership of the squad-level sprint backlog, ensuring features are prioritized, groomed, and ready for development.
- Design and refine conversational AI flows, intent routing, and dialogue management within CCAIP and CCaaS ecosystems.
- Translate high-level Epics into clear, actionable user stories with well-defined acceptance criteria for chat and voice Virtual Assistants.
- Work embedded within a cross-functional Agile development pod (developers, QA, designers) on a daily basis to answer questions and unblock work.
- Lead core Agile ceremonies including sprint planning, backlog refinement, and sprint reviews.
- Review completed development work to ensure it meets acceptance criteria and approve/accept user stories at the end of the sprint.
- Partner with the Senior Technical Project Manager to flag delivery risks and the Epic Owner to ensure squad outputs align with the overarching platform strategy.
- Maintain clear and accurate documentation within Jira and Confluence.
- 3 to 5 years of experience acting as a Product Owner, Business Systems Analyst, or in a similar Agile execution role.
- Domain Expertise: Demonstrated experience delivering products in Contact Center as a Service (CCaaS) and Contact Center AI Platform (CCAIP) architectures.
- Conversational AI: Strong understanding of Conversational AI principles, including intent recognition, NLP/NLU, and dialogue flow design.
- Proven experience working directly with software engineering teams to deliver digital products or services.
- Excellent capability in writing user stories, mapping requirements, and defining technical acceptance criteria.
- High proficiency with Agile tooling, specifically Jira and Confluence.
- Exceptional communication skills, with the ability to translate complex technical constraints into clear business impacts.
- Certified Scrum Product Owner (CSPO), SAFe POPM, or equivalent Agile certification.
- Hands-on experience with specific conversational platforms like Google Dialogflow and
- Bilingualism (English and French) is a strong asset for Bell Canada operations. Adequate knowledge of French is required for positions in Quebec.
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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 : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 07/31/2026
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, Don Mills
Bell, one of Canada's Top 100 Employers.
