Director, Professional Services, CCaaS

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

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. It’s all developed and delivered by the members of #TeamBell and we’re 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, you’ll be a vital part of making innovation happen for enterprise‑scale customers. You’ll 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 connect—through 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.

We’re 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, you’ll lead the evolution of Bell’s 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 Bell’s 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

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, you’ll 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, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll 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 [e-mail] 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.