AI-Driven CCaaS Program Lead

Bell; Mississauga; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

Bell is seeking a strategic, execution-focused Program Manager to drive large-scale CCaaS/AI-enabled call center transformations in Canada (Mississauga-based hybrid role). You will own Epics from concept to realization, balance customer-centric innovation with measurable business returns, and lead cross-functional teams including TS partners and developers.

Ideal candidates bring 8–10 years in enterprise technology programs, deep CCaaS experience, and strong skills in agile leadership, AI

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related field; Master’s preferred.
• 8–10 years of progressive program or project management experience.
• Deep experience in implementing CCaaS solutions.
• Hands-on experience with Google Cloud CCAI suite (Dialogflow CX, Agent Assist, Insights).
• Proven success decommissioning legacy telecom systems and migrating to cloud.
• Strong AI/ML understanding applied to contact centers; change management expertise.
• Leadership, communication, negotiation and cross-functional collaboration skills.

Responsibilities

• Define and drive large-scale strategic initiatives (Epics) for CCaaS transformation.
• Own Epic execution within Agile framework, coordinating TS partners and stakeholders.
• Plan decommissioning of legacy IVR/PBX and manage data migration and cutover.
• Develop AI-enabled optimization roadmap with business, IT and CX teams.
• Align program deliverables with business objectives and KPIs (FCR, CSAT, NPS).
• Lead organizational change management, training, and user adoption efforts.
• Guide technology strategy for Google CCAI, ensuring scalable, secure architecture.
• Manage risks, dependencies, and vendor relationships with Google Cloud and partners.
• Identify opportunities to transform call center operations using CCaaS/AI.

Skills

Program management

Agile delivery

Stakeholder management

Change management

Leadership

Education

Bachelor's degree in CS/IT/Eng

Master’s degree preferred

Tools

Google Cloud CCAI

Dialogflow CX

Data migration planning

Job description

Bell is seeking a strategic, execution-focused Program Manager to drive large-scale CCaaS/AI-enabled call center transformations in Canada (Mississauga-based hybrid role). You will own Epics from concept to realization, balance customer-centric innovation with measurable business returns, and lead cross-functional teams including TS partners and developers.

Ideal candidates bring 8–10 years in enterprise technology programs, deep CCaaS experience, and strong skills in agile leadership, AI