Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

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.

Responsibilities

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.

Requirements

3 to 5 years of experience acting as a Product Owner, Business Systems Analyst, or in a similar Agile execution role.
Demonstrated experience delivering products in Contact Center as a Service (CCaaS) and Contact Center AI Platform (CCAIP) architectures.
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.

Skills

Conversational AI
Intent recognition
NLP/NLU
Dialogue flow design
Jira
Confluence
Agile

Location

Canada : Ontario : Don Mills
Canada : Ontario : Toronto

Work Type

Hybrid
Management
Regular - Full Time

Experience Level

3 to 5 years

Education Level

Certified Scrum Product Owner (CSPO)
SAFe POPM
Equivalent Agile certification

Benefits

Competitive salary
Medical benefits
Dental benefits
Vision benefits
Mental health benefits
35% discount on services
Access to exclusive partner offers

About the Company

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.
Bell, one of Canada's Top 100 Employers.

Equal Opportunity

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 recruitment@bell.ca 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.