Technical Director, Conversational AI Strategy and Innovation

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 #Team Bell.

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.

• 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.

• 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.

• 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…