Director, Conversational AI Strategy and Innovation
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Key skills for this role
About the Role
Bell is seeking a visionary Director to lead the Conversational AI Strategy and Innovation team, driving the design and deployment of next-generation voice and chat virtual assistants.
Key Skills for This Role
Responsibilities
- Lead the strategy, design, and deployment of next generation voice and chat virtual assistants
- Drive the integration of cutting edge generative AI capabilities including Google's CX Agent Studio
- Mentor and manage a high performing team of conversational designers, product owners, and AI specialists
- Define and execute the end to end strategy for omni channel voice and chat virtual assistants
- Partner closely with backend engineering teams to ensure robust API integrations and system reliability
- Standardize and expand Agent Assist capabilities for live agents
- Establish KPIs for VAs such as containment rates, first contact resolution, and customer satisfaction
- Ensure all conversational AI solutions comply with data privacy, security, and ethical AI frameworks
Requirements
- 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 experience with Google Cloud CCAI/CCAIP ecosystems, Dialogflow CX, or similar enterprise grade conversational AI platforms
- Familiarity with deploying LLM based solutions, prompt engineering, or platforms like Google's CX Agent Studio
- Strong experience with executive communications and data driven storytelling
- Strong understanding of backend infrastructure, microservices, and RESTful APIs
- Deep knowledge of contact centre telephony infrastructure (CCaaS, SIP, WebRTC)
Full Job Posting
Summary
- We are seeking a visionary and results driven Director, Conversational AI Strategy and Innovation to lead our Virtual Assistant (VA) team.
- 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).
Key Responsibilities
- Innovation & Experimentation: Drive the market launch of advanced generative AI initiatives, including the adoption of Google Cloud's CX Agent Studio.
- 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.
- 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 KPIs for VAs, such as containment rates, first contact resolution, and customer satisfaction.
- AI Governance: Ensure all conversational AI and generative AI solutions comply with data privacy, security, and ethical AI frameworks.
Critical Qualifications
- 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
- Strong experience with executive communications and data driven storytelling
Preferred Qualifications
- Strong understanding of backend infrastructure, microservices, and RESTful APIs
- Deep knowledge of contact centre telephony infrastructure (CCaaS, SIP, WebRTC)
- Exceptional communication skills with the ability to translate complex AI architecture into clear business value for executives
Additional Information
- Position Type: Management
- Job Status: Regular Full Time
- Work Arrangement: Hybrid
- Application Deadline: 07/17/2026
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