CCaaS Transformation & Services Director

Bell Canada; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

A leading telecommunications firm is looking for a visionary leader to head its CCaaS Professional Services. As Director, you'll lead the evolution of contact center capabilities into an AI-driven platform. This role demands strategic thinking and expertise in CCaaS technologies. Responsibilities include managing the enterprise customer base, driving transformation initiatives, and aligning solutions with business outcomes. Bell offers a supportive and inclusive work environment with comprehensive benefits.

Benefits

Competitive salary

Comprehensive benefits package

35% discount on services

Qualifications

• Proven leadership in digital transformation and change management.
• Experience with AI/ML in customer service environments.
• Strong business acumen and experience developing winning proposals.

Responsibilities

• Lead and grow Bell’s enterprise CCaaS customer base.
• Drive transformation initiatives to modernize legacy platforms.
• Shape and execute a transformation roadmap for customer experience.

Skills

Leadership in digital transformation

Strategic mindset

AI/ML in customer service

Client engagement

Team leadership

Tools

Genesys Cloud

AWS Connect

NICE CXone

Google CCaaS

Job description

A leading telecommunications firm is looking for a visionary leader to head its CCaaS Professional Services. As Director, you'll lead the evolution of contact center capabilities into an AI-driven platform. This role demands strategic thinking and expertise in CCaaS technologies. Responsibilities include managing the enterprise customer base, driving transformation initiatives, and aligning solutions with business outcomes. Bell offers a supportive and inclusive work environment with comprehensive benefits.