Senior Specialist, Project Delivery
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Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Req Id:428727
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.
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 Bells 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.
Summary
We are seeking a dynamic and experienced Senior Manager to lead the strategic transformation of our agent workflow applications and SaaS this pivotal role you will be responsible for developing and executing a multi-year roadmap to modernize our agent tools focusing on innovative AI-powered solutions process optimization and seamless platform integration. You will own the end-to-end program lifecycle from initial planning and business case development to piloting execution and risk mitigation ensuring alignment with our core business priorities and targets.
Key Responsibilities
- Strategic Roadmap Development:Design and execute a comprehensive multi-year strategy for our agent desktop environment including Google Agent Assist within the CCAI agent desktop to deliver a state-of-the-art agent experience.
- Program & Lifecycle Management:Oversee the entire program lifecycle including strategic planning business case creation pilot programs and proactive risk management to ensure successful implementation.
- Performance & Success Metrics:Define and track key performance indicators (KPIs) and success metrics such as OPEX savings process efficiency gains and user adoption rates leveraging data and analytics to measure progress and demonstrate value.
- Stakeholder & Vendor Collaboration:Lead and collaborate with cross-functional teamsincluding TS Finance Corporate Security DEAI and Operationsto ensure the seamless integration of new AI-driven platforms and technologies.
- Executive Communication:Lead and assist in steering committee meetings and deep-dive sessions with executive leadership to report on progress articulate vision and resolve critical blockers.
- Process Re-engineering:Partner with process owners to redesign and standardize workflows across Customer Operations leveraging the advanced capabilities of new AI-driven platforms within the agent desktop to eliminate redundancies.
- Change Management & Adoption:Collaborate with our training and organizational teams to develop and implement robust training programs and communication strategies that drive user adoption and address organizational resistance to change.
Critical Qualifications
- Proven experience in program management strategic planning and leading large-scale technology transformation initiatives.
- Deep understanding of contact center technologies agent desktop solutions and the SaaS landscape.
- Experience with AI-powered solutions machine learning and automation in a customer service context.
- Strong business acumen with a demonstrated ability to build compelling business cases and track ROI.
- Exceptional leadership and stakeholder management skills with the ability to influence and align cross-functional teams and executive leaders.
- Expertise in change management methodologies and a track record of driving user adoption for new systems.
- Excellent analytical and problem-solving skills with a data-driven approach to decision-making.
- A collaborative and innovative spirit with a passion for transforming the customer and agent experience.
#EmployeeReferralProgram
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 : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 03/27/2026
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 formor 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:
Senior IC
Key Skills
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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.
