Director, Professional Services, CCaaS
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Job Location:
Mississauga - Canada
Monthly Salary:
Not Disclosed
Posted on:
05-11-2025
Vacancies:
1 Vacancy
Job Summary
Req Id:426798
At Bell our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental social and governance initiatives you will feel good about the greater impact you will have making every day better for people as they connect work learn and play.
Join us. You belong at Bell.
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
Bell is redefining how Canadians connectthrough cutting-edge networks innovative services and transformative media. Our Bell Business team leads digital transformation for organizations nationwide delivering solutions in connectivity cloud security and customer experience.
Were looking for a visionary leader to head our CCaaS Professional Services practice driving innovation operational excellence and enterprise client success. As Director Professional Services CCaaS youll lead the evolution of Bells contact center capabilities into an AI-powered omnichannel platform. This role requires a strategic thinker and proven change agent with deep expertise in CCaaS technologies client engagement and team leadership.
Key Responsibilities
- Lead and grow Bells enterprise CCaaS customer base through delivery excellence and proactive account management.
- Drive transformation initiatives to modernize legacy platforms and introduce next-gen capabilities.
- Develop and execute customer migration strategies that balance innovation with operational stability.
- Build trust with enterprise clients by aligning solutions to strategic business outcomes.
- Shape and execute a transformation roadmap that positions Bell as a leader in customer experience.
- Collaborate with technology vendors change management experts and internal teams to deliver seamless future-proof solutions.
- Partner cross-functionally with Product Sales Marketing and IT to co-create innovative offerings and go-to-market strategies.
- Manage team performance resource planning and business growth across a national footprint.
Critical Qualifications
- Proven leadership in digital transformation and change management.
- Strategic mindset with a focus on innovation and ROI.
- Experience with AI/ML in customer service environments.
- Familiarity with platforms such as Genesys Cloud AWS Connect NICE CXone Google CCaaS.
- Deep understanding of CCaaS systems (e.g. CCAI multichannel routing IVR voice biometrics).
- Strong business acumen and experience developing winning proposals and costing models.
- Ability to architect complex technical solutions and lead high-level requirements analysis.
- Skilled in managing financials budgets timelines and risk mitigation.
- Track record of driving process improvements in large-scale environments.
- Experience leading diverse geographically dispersed teams with a performance-driven culture.
- Knowledge of contact center technologies including workforce management optimization analytics and voice biometrics.
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 : Ottawa
Canada : Ontario : Toronto
Canada : Quebec : Montreal
Canada : Quebec : Verdun
Work Arrangement: Hybrid
Application Deadline: 11/13/2025
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.
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:
Director
Key Skills
- Close Protection
- Credit Control
- Customer Service
- Government
- Analytics
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.
