Req Id: 417304
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content \xe2\x80\x93 we advance how Canadians connect with each other and the world.
If you\xe2\x80\x99re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell\xe2\x80\x99s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

Job Responsibilities

• Process design-mapping; presenting to key stakeholders to gain buy-in
• Design, develop and rigorously test bot content and conversational flows across multiple domains
• Review bot conversational data and leverage insights from key performance indicators to continuously optimize the customer experience
• Prioritize product features and capabilities
• Define a vision and overall strategy be a champion for ongoing product performance and evolution

Required Skillset

• Experience creating bots for chat and/or voice conversational interactions
• Expert-level knowledge of natural language understanding design platforms (e.g. Dialog flow CX)
• Experience working with data interchange formats, preferably JSON
• Knowledge of cloud computing services (GCP, Azure, etc.)
• Experience with AI/ML modeling would be a bonus
• Knowledge of the SAFE 5 Agile Operating Model, including the PI Planning Process
• Experience creating process-flow design diagrams to present to stakeholders to achieve buy-in
• Excellent written and verbal communication skills
• Experience conducting rigorous quality assurance and end-to-end conversational flow testing
• Ability to interpret insights from key performance indicators and customer-journey analysis to identify opportunity for continuous improvement
• Passion for AI-powered language models / chat bots, with a desire to stay current on evolving AI trends
• Knowledge of web accessibility principles
• Bilingual (French / English) would be an asset

Education and Preferred Skills

• Undergraduate degree in Business or STEM is preferred
• Expert in NLU design, preferably using Dialog flow CX
• 3+ years experience designing and maintaining customer-centric conversational experiences
• Certification in SAFE Agile Practioner and SAFE Agile Product Manger/Product Owner is an asset
• Experience working in a Agile operating model
• Knowledge of Confluence and JIRA for cross-functional collaboration.
• Experience building presentation material and presenting to executive audiences.
• Experience with Design Thinking, user studies, or usability testing.
• Ability to use analysis to set performance targets, leverage insights from reporting, and prioritize feature backlog.
• Experience working within a telecommunications environment would be a bonus.

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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 : Mississauga || Canada : Ontario : Don Mills || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 05/30/2024
For work arrangements that are \xe2\x80\x98Hybrid\xe2\x80\x99, 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.
At Bell, we don\xe2\x80\x99t just accept difference - we celebrate it. We\xe2\x80\x99re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.
Created: Canada, ON, Toronto
Bell, one of Canada\'s Top 100 Employers.