Project Manager, Cloud Contact Centre Solution

Regional Municipality of York; Newmarket; On-site; CAD 138,000 - 162,000; Full time

Benefits offered by this job

OMERS defined benefit pension

Employer of Choice

Benefits and wellness program

Inclusive and diverse workforce

Job summary

Regional Municipality of York in Newmarket, Ontario, is seeking a Project Manager to lead a Cloud Contact Centre as a Service (CCaaS) transformation. This temporary full-time role focuses on planning, procurement, and delivery from initiation through to operations, tackling complex integrations and vendor management.

The ideal candidate will bring hands-on CCaaS experience, strong leadership, and a track record of delivering large-scale public-sector tech projects while aligning with enterprise

Qualifications

• University degree in Information Technology or Computer Science or equivalent.
• Minimum five (5) years experience in information systems project management on large corporate projects, including two years of direct supervisory experience.
• Demonstrated experience assessing application technology and end-user needs.
• Valid Ontario Class "G" driver's license.

Responsibilities

• Lead planning, procurement, management and delivery of Cloud CCaaS transformation from initiation through implementation and transition to operations.
• Provide strategic leadership across solution design, integration, security and operational readiness.
• Collaborate with operational Contact Centre leaders, ITS, Enterprise Architecture, Procurement, Legal, Privacy, and external vendors to ensure solutions are compliant and deliver measurable improvements.
• Identify and manage risks, dependencies and budget to ensure high-quality, timely outcomes.

Skills

Project management

CCaaS experience

Vendor management

Stakeholder collaboration

Education

University Degree in Information Technology or Computer Science

Job description

Job Title

Project Manager, Cloud Contact Centre Solution

Status

Temporary Full-Time

Temporary - Approximate length of assignment, in months

24

Type of Position

an Addition to Staff

Start Date

immediate

Salary

Annually

Salary Grade

$137,660.00 - $161,925.00

Department

York Region -> Corporate Services -> Digital & Customer Experience

Location

Digital Data Technology and CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary) Hybrid work opportunities may apply - CA

Job Description (E)

ABOUT US

Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that's expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada's Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - We're committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

York Region is embarking on a Digital and Customer Experience transformation journey to ensure our practices, systems, decisions, and digital experiences consistently prioritize the needs of residents, businesses, visitors, and employees. A key component of this transformation is the modernization of the Region's contact centre capabilities through the procurement and implementation of a Cloud Contact Centre as a Service (CCaaS) solution, along with the adoption of emerging technologies, including AI-enabled customer experience capabilities, automation, analytics, and digital engagement tools.

This technical leadership role is responsible for leading the planning, procurement, management, and delivery of a Cloud Contact Centre as a Service (CCaaS) transformation from initiation through implementation and transition to operations. The ideal candidate brings direct, hands‑on experience delivering CCaaS implementations and large-scale contact centre technology transformations, including vendor‑led implementations, cloud technologies, complex system integrations, data migration, and modernization initiatives.

The role provides overall program and project leadership, overseeing scope, schedule, budget, risks, dependencies, and technical delivery to ensure disciplined execution, organizational readiness, and measurable business outcomes. The successful candidate will provide strategic leadership and technical direction across solution design, architecture, integration, security, and operational readiness activities, ensuring alignment with enterprise standards and long‑term service objectives.

The Project Manager will work closely with operational Contact Centre leaders, Information & Technology Services, Enterprise Architecture, Procurement, Legal, Privacy, and external vendors to ensure solutions are compliant with public sector requirements and deliver measurable service improvements.

WHAT YOU'LL BE DOING

• Leads the end to end delivery of a Cloud Contact Centre (CCaaS) solution, including procurement, implementation, migration of legacy contact centre systems, and operational readiness of cloud-based customer contact centre platforms (CCaaS);
• Leads the design and implementation of contact centre capabilities, such as omnichannel engagement (voice, chat, email, SMS), IVR/call flows, routing strategies, workforce optimization, reporting and analytics, and integration with enterprise systems.
• Conduct a comprehensive review of the existing customer service technology portfolio, including contact centre, CRM, telephony, workforce management, knowledge management, reporting, and integration capabilities, and provide recommendations regarding optimization, rationalization, future-state architecture, and implementation sequencing.
• Initiates and leads the end to end procurement process, including RFP development, vendor engagement, evaluation, selection and acquisition of hardware, software, and vendor resources, while adhering to budgets; develops solutions in accordance with ITS Enterprise Architecture.
• Coordinates projects and financial planning, provides direction, guidance and technical support to staff, assigns tasks and manages day to day operations to ensure customer needs are met in a timely fashion.
• Analyses department technology needs required for design, development and implementation of Cloud Contact Centre Service (CCaaS) initiatives to provide sound operational cost effective solutions to meet departmental objectives and alignment with integration and design principles within the Corporate network requirements.
• Manages coordination of user requirements, system design, prototypes and documentation, and the modification and implementation of systems.
• Documents existing business systems, recommends and implements future systems to enhance department productivity and ensures sufficient network load requirements.
• Monitors projects to identify and mitigate risks and issues, and track actions, to deliver solutions with high quality and usable outcomes on time and budget.
• Manages effective internal and external project communications with stakeholders, Regional staff, vendors, and other government agencies as required to ensure broad awareness and understanding of impacts and outcomes of projects.
• Identifies issues and consults with key stakeholders to develop options and then select and implement the most appropriate solution.
• Liaises with other sections in order to define technology needs required for design, development and implementation of systems initiatives; and to provide sound, operational, cost effective and sustainable solutions to meet CX objectives.
• Works as part of a multi-disciplinary team contributing to strategic plans, implementation plans, and ongoing support of CX and Digital Transformation initiatives within the Region.
• Develops and maintains effective relationships with functional areas to promote and leverage partnership opportunities and collaboration with internal resources.
• Develops guidelines, policies and procedures when necessary.
• Participates in Branch and Department business planning and budget preparation/forecasting activities as required.
• Contributes to corporate-wide technology objectives and ensures that requirements are evaluated, planned, implemented, and maintained.
• Supervises staff, including recruitment, selection, hiring, assigning work, determining training and development needs, coaching and mentoring, conducting performance appraisals and determining/recommending disciplinary action up to and including dismissal in accordance with collective agreements, Regional policies and practices.
• Schedules staff, assigns work, monitors work flow, and makes recommendations for efficiencies and improved customer service.
• Performs other duties as required in accordance with Branch and Department objectives

WHAT WE'RE LOOKING FOR

• Successful completion of a University Degree in Information Technology or Computer Science or equivalent approved combination of education and experience.
• Minimum five (5) years experience in information systems project management implementation and support working on large corporate projects, including demonstrated minimum of two (2) of direct supervisory experience.
• Demonstrated experience with the assessment of application technology and end user needs to recommend solutions that are in line with the Region's strategic direction.
• Valid Ontario Class "G" drivers license and