Req Id: 430660
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.
We are seeking a visionary and results-driven Director, Conversational AI Strategy and Innovation to lead our Virtual Assistant (VA) team. In this role, you will spearhead the strategy, design, and deployment of next-generation voice and chat virtual assistants. You will sit at the intersection of product innovation and core engineering, collaborating closely with backend teams and leveraging the Google Cloud Contact Center AI Platform (CCAIP).
As a key leader, you will drive the integration of cutting-edge generative AI capabilitie including Google’s CX Agent Studio and advance our Agent Assist tools to empower live agents. You are a builder at heart who loves to tinker, prototype, and push the boundaries of what's possible in conversational design. This is a high-impact position designed for a leader who can bridge the gap between complex AI architecture and exceptional, inventive customer experiences.
Team Leadership & Strategy
- Innovation & Experimentation: Drive the market launch of advanced generative AI initiatives, including the adoption of Google Cloud's CX Agent Studio. Champion a culture of rapid prototyping, encouraging your team to play with emerging technologies and iterate continuously on user experiences.
- Lead the VA Team: Mentor and manage a high-performing team of conversational designers, product owners, and AI specialists.
- Product Roadmap: Define and execute the end-to-end strategy for omni-channel voice and chat virtual assistants, ensuring space for proof-of-concepts (POCs) and exploratory design.
Platform & Technology Integration
- Backend Collaboration: Partner closely with backend engineering teams to ensure robust API integrations, data orchestration, and system reliability.
- Agent Empowerment: Standardize and expand Agent Assist capabilities, providing live agents with real-time summaries, transcripts, and next-best-action recommendations.
Governance & Stakeholder Management
- Cross-Functional Alignment: Act as the primary liaison between business stakeholders, UX designers, and technical engineering squads.
- Performance Optimization: Establish key performance indicators (KPIs) for VAs, such as containment rates, first-contact resolution (FCR), and customer satisfaction (CSAT), while balancing the need for creative risk-taking.
- AI Governance: Ensure all conversational AI and generative AI solutions comply with data privacy, security, and ethical AI frameworks.
- 7+ years of experience in technical product management, conversational AI delivery, or contact centre technology
- 3+ years of direct people management experience leading technical or product teams.
- Hands-on Platform Experience: Proven track record working with Google Cloud CCAI/CCAIP ecosystems, Dialogflow CX, or similar enterprise-grade conversational AI platforms.
- Generative AI Expertise: Familiarity with deploying LLM-based solutions, prompt engineering, or platforms like Google's CX Agent Studio. A demonstrated passion for tinkering with new models and crafting innovative, out-of-the-box user experiences.
- Strong experience with executive communications and data driven storytelling (slides, board materials, executive updates etc.)
- Strong understanding of backend infrastructure, microservices, and RESTful APIs.
- Deep knowledge of contact centre telephony infrastructure (CCaaS, SIP, WebRTC).
- Exceptional communication skills with the ability to translate complex AI architecture into clear business value for executives.
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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 : Mississauga
Work Arrangement: Hybrid
Application Deadline: 07/10/2026
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, Mississauga
Bell, one of Canada's Top 100 Employers.
