Senior Program Manager, CCaaS Transformation & AI-Powered Optimization
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Job Summary
Req Id:431106
Connection is everything. It drives us to innovate explore and stay close to what matters to us most. At Bell were 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. Thats 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 youre inspired by innovation that advances how people connect and transforms whats possible you belong on #TeamBell.
On the Bell Business Markets team youll be a vital part of making innovation happen for enterprise-scale customers. Youll deliver advanced solutions in areas such as IoT Mobility/5G Cloud Cyber Security Voice Collaboration & Contact Centre and Internet & Private Networks.
At Bell your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
Summary
We are seeking a dynamic and strategic Program Manager to spearhead the critical transformation of our customer contact capabilities. This role is central to orchestrating the end-to-end delivery of a state-of-the-art Cloud Contact Center as a Service (CCaaS) solution with a non-negotiable focus on leveraging Google Cloud Contact Center AI (CCAI). A primary objective is the successful decommissioning of our legacy IVR system within the current fiscal year. Furthermore you will be instrumental in architecting and initiating a robust roadmap for advanced AI-native optimization features for the subsequent year ensuring this sophisticatedAI solutiondrives measurable business value through enhanced customer experiences and operational efficiencies. A strong emphasis will be placed on managing the organizational change associated with adopting this newAI solution.
Key Responsibilities
- CCaaS Program Leadership & Execution:Drive the comprehensive program management for the Google CCAI implementation ensuring its successful timely and high-quality delivery from inception through to post-go-live stabilization.
- Epic Owner & Agile Leadership:Act as the Epic Owner for the program managing the project within an Agile framework. This includes overseeing the end-to-end delivery working closely with Technical Solutions (TS) partners developers and other stakeholders and handling financial management for the project.
- Legacy IVR Decommissioning:Develop and meticulously execute a detailed plan for the phased decommissioning of the existing Legacy IVR infrastructure. This includes managing all technical dependencies data migration strategies user transition processes and ensuring a seamless cutover with minimal operational disruption.
- AI-Powered Optimization Roadmap Development:Collaborate intensely with business stakeholders IT leadership and customer experience teams to define prioritize and deliver a strategic roadmap focused on advanced AI-native optimization features. This includes leveraging capabilities like intelligent virtual agents real-time agent assistance sophisticated sentiment analysis predictive routing and automated quality management all powered by a cutting-edgeAI solution.
- Value Realization & Business Alignment:Ensure all program deliverables particularly the implementation and ongoing enhancement of the AI solution are tightly aligned with strategic business objectives. Focus relentlessly on achieving quantifiable improvements in key metrics such as First Contact Resolution (FCR) Customer Satisfaction (CSAT) Net Promoter Score (NPS) operational efficiency gains and overall cost reduction.
- Comprehensive Change Management:Develop lead and execute a robust organizational change management (OCM) strategy. This encompasses proactive stakeholder engagement clear and consistent communication plans regarding the benefits and impacts of the new CCaaS and AI solution comprehensive user training programs and strategies to drive widespread adoption and proficiency across all user groups (agents supervisors administrators).
- Technology Strategy & Oversight:Act as a key subject matter expert and liaison for Google CCAI and associated AI technologies. Guide technical teams ensure the solution architecture is scalable and secure and validate that the chosen AI solutionmeets evolving business requirements and industry best practices.
- Risk Dependency & Vendor Management:Proactively identify assess and mitigate program risks and interdependencies. Effectively manage relationships with Google Cloud and any implementation partners ensuring adherence to SLAs and contractual obligations.
- Budget & Resource Management:Oversee program budgets manage resource allocation across project teams and ensure effective utilization of personnel and financial resources to achieve program goals.
Critical Qualifications
- Bachelors degree in Computer Science Information Technology Business Administration Engineering or a closely related field; Masters degree is highly preferred.
- Minimum of 8-10 years of progressive experience in program or project management with a proven track record of successfully delivering complex enterprise-level technology transformations.
- Mandatory and deep experience in implementing Cloud Contact Center as a Service (CCaaS) solutions.
- Specific hands-on experience or expert-level understanding of Google Cloud Contact Center AI (CCAI) suite (e.g. Dialogflow CX Agent Assist Insights) is required.
- Proven success managing the decommissioning of legacy telecommunications systems (e.g. IVR PBX) and migrating services to cloud-based platforms.
- Strong understanding of AI/ML concepts and their practical application in contact center environments including Natural Language Understanding (NLU) conversational AI and advanced data analytics driving intelligent automation.
- Demonstrated experience in leading change management initiatives for large-scale technology deployments focusing on user adoption and process integration.
- Exceptional leadership strategic thinking communication (written and verbal) negotiation and interpersonal skills with the ability to influence and collaborate effectively across all organizational levels.
- Proficiency in program management methodologies and associated tools.
- Proven experience or knowledge of Agile delivery methodologies.
- Strong business acumen with the ability to translate complex technical capabilities of anAI solutioninto tangible business value and strategic recommendations.
- PMP PgMP or similar program management certification is a significant plus
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status:Regular - Full Time
Job Location: Canada : Ontario : Toronto
Canada : Ontario : Mississauga
Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 06/22/2026
For work arrangements that are Hybrid 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.
We know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
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 were 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 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.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaON Toronto
Bellone of Canadas Top 100 Employers.
Required Experience:
Manager
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
