Technical Product Manager

About Bell

Connection is everything, and at Bell, we are building a more connected future through world-class networks, AI-powered solutions, and digital experiences. We empower our teams with cutting-edge technology and a collaborative environment to foster creativity and growth. If you are inspired by innovation that transforms how people connect, you belong on #TeamBell.

Role Overview

As a Technical Product Manager at Bell, you will lead products that significantly impact how our customers connect, work, learn, and play. You will be a key member of a multi-skilled team, collaborating with like-minded professionals to deliver exceptional customer experiences through cost-effective project delivery. This role focuses on accelerating development, managing innovative product lines, driving product lifecycle management, use case development, and business adoption. You will contribute unique perspectives through competitive benchmarking, analysis, and business planning.

Summary: AI-powered Contact Center Experiences

As we scale our AI-powered contact center experiences, the complexity across platforms, brands, and vendors necessitates a leader who can manage intricate technical details while ensuring cross-channel consistency. This role is crucial for safeguarding the performance of our Voice and Chat Virtual Assistants, preventing production issues, and ensuring core customer journeys remain accurate, secure, and scalable. Your work will be essential to Bell’s AI-driven contact strategy.

Key Responsibilities

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

Critical Qualifications

• Minimum of 2 years of experience in Product Management.
• Strong understanding of authentication/ID systems, IVR, NLU (Voice & Chat), intent recognition, STT, SSML, and APIs.
• Proficient experience with tools such as JIRA, Confluence, and DFCX.
• Demonstrated ability in root cause analysis, strategic backlog prioritization, and structured problem-solving methodologies.
• Adept at interpreting transcript data, interaction patterns, CSAT scores, and Voice of Customer (VOC) feedback to drive impactful improvements.
• Skilled in customer transcript analysis to identify optimization opportunities for virtual assistants.
• Strong cross-functional communication and excellent stakeholder management abilities.
• Highly skilled in documentation, requirement writing, and presenting complex technical concepts clearly.

Adequate knowledge of French is required for positions in Quebec.

Additional Information

This is a Regular - Full Time Management position with a hybrid work arrangement. Successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Bell offers flexibility in work hours based on business needs, a comprehensive compensation package including a competitive salary, medical, dental, vision, and mental health benefits, and a 35% discount on Bell services.

Key skills/competency

• Product Management
• AI Virtual Assistants
• NLU
• IVR
• API Integration
• JIRA Confluence
• Stakeholder Management
• Technical Requirements
• Root Cause Analysis
• Customer Experience