Technical Product Manager I

About Bell

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.

At Bell, technical product managers like you lead products that impact how our customers connect, work, learn and play. As a member of this multi-skilled team, you will partner with other like-minded professionals to lead exceptional customer experiences through cost-effective project delivery.

You’ll accelerate the pace of development, manage innovative and emerging product lines, drive product lifecycle management, use case development, business adoption, and more. You’ll bring the unique, best-in-class competitive benchmarking, analysis and business planning perspectives to the team that only you can offer.

Summary of the Role

As we scale our AI-powered contact center experiences, the complexity across platforms, brands, and vendors means we need someone who can manage the technical details while ensuring cross-channel consistency.

This Technical Product Manager I role safeguards the performance of our Voice and Chat Virtual Assistants, prevents production issues, and ensures that core customer journeys remain accurate, secure, and scalable—making it essential to Bell’s AI-driven contact strategy.

Key Responsibilities

• Lead end-to-end design and delivery of core Virtual Assistant capabilities across brands.
• Translate business needs into clear technical requirements, user stories, and product roadmaps.
• Collaborate with engineering, NLU, design, analytics, and external vendor teams to deliver enhancements and resolve issues.
• Oversee quality assurance, testing, and production validation to ensure stable and reliable customer experiences.
• Continuously monitor performance metrics and customer insights to identify opportunities for improvement.

Critical Qualifications

• 2+ years of experience in Product Management.
• Strong understanding of authentication/ID systems, IVR, NLU (Voice & Chat), intent recognition, STT, SSML, and APIs.
• Experience with JIRA, Confluence, DFCX.
• Root-cause analysis, backlog prioritization, and structured problem solving.
• Ability to interpret transcript data, interactions, CSAT, and VOC to drive improvements.
• Customer transcript analysis for optimization opportunities.
• Strong cross-functional communication and stakeholder management.
• Skilled in documentation, requirement-writing, and presenting technical concepts.

Additional Information

Employment Type: Regular - Full Time

Work Arrangement: Hybrid (minimum 3 days a week in a Bell office in Canada)

Locations: Toronto, Ontario; Calgary, Alberta; Vancouver, British Columbia; Mississauga, Ontario; Montreal, Quebec.

Adequate knowledge of French is required for positions in Quebec.

Bell offers a comprehensive compensation package including competitive salary, medical, dental, vision, and mental health benefits, along with a 35% discount on Bell services and exclusive partner offers.

Key skills/competency

• Product Management
• AI Contact Center
• Virtual Assistant
• NLU/IVR Technologies
• Cross-functional Collaboration
• Technical Requirements
• Stakeholder Management
• Quality Assurance
• Data Analysis
• Product Roadmapping