Senior CCaaS Transformation Program Lead (AI)

Bell; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

35% employee discount

Job summary

Bell is seeking a strategic, execution-focused Program Manager to drive large-scale call centre transformation initiatives. You will define and drive Epics from concept to realization, shaping long-term vision for CCaaS and AI-driven customer solutions.

You will own end-to-end delivery, collaborate with TS partners and stakeholders, manage budgets, and ensure measurable improvements in FCR, CSAT, NPS, and cost savings. Hybrid work arrangement in Canada.

Qualifications

• Bachelor's degree in CS/IT or related field; master’s preferred.
• 8–10 years of progressive program or project management experience.
• Mandatory CCaaS implementation experience.
• Hands-on experience with Google Cloud Contact Center AI (CCAI).
• Experience decommissioning legacy telecom systems and migrating to cloud.
• Strong leadership, communication and stakeholder management skills.

Responsibilities

• Lead CCaaS program delivery from concept to realization.
• Own Epic within an Agile delivery framework with TS partners.
• Plan and execute decommissioning of legacy IVR infrastructure.
• Define AI-powered optimization roadmap for call center transformation.
• Ensure value realization with KPIs like FCR, CSAT and NPS.
• Drive organizational change management and user adoption.
• Coordinate with Google Cloud and implementation partners.
• Identify risks and manage dependencies across the program.
• Drive call center optimization leveraging AI components.

Skills

CCaaS

Google Cloud

Agile leadership

Program management

Vendor management

Change management

Education

Bachelor's degree in Computer Science or related

Master’s degree preferred

Tools

Dialogflow CX

Google Cloud Platform

Google CCAI suite

Job description

Bell is seeking a strategic, execution-focused Program Manager to drive large-scale call centre transformation initiatives. You will define and drive Epics from concept to realization, shaping long-term vision for CCaaS and AI-driven customer solutions.

You will own end-to-end delivery, collaborate with TS partners and stakeholders, manage budgets, and ensure measurable improvements in FCR, CSAT, NPS, and cost savings. Hybrid work arrangement in Canada.