Sr Manager (Google CCAI & CCaaS)

Bell Canada; Mississauga; Hybrid; CAD 100,000 - 125,000; Full time

Job summary

A major Canadian telecommunications provider is seeking a Senior Manager to build and lead the Google contact center solutions. This role requires at least 8 years of experience in AI and cloud technologies, with strong leadership skills. The successful candidate will engage in delivering contact center solutions and support team development. The position is based in Mississauga and requires hybrid work arrangements.

Benefits

Comprehensive compensation package

Medical, dental, and vision benefits

35% discount on services

Qualifications

• 8+ years of professional experience in AI, cloud, and contact center technologies.
• Demonstrated ability to lead and develop technical teams.
• 2 to 6 years of hands-on experience with Google CCAI, CCaaS solutions.
• Solid knowledge of the contact center ecosystem.
• Ability to lead a team and ensure their continuous development.

Responsibilities

• Lead the Google contact center solution teams.
• Engage in contact center solution deliveries.
• Preserve and grow the enterprise CCaaS/CCAI customer base.
• Support strategic and operational goals.
• Iterate the quality of deliveries.
• Build and develop team members.

Skills

AI technologies

Cloud technologies

Contact center solutions

People management

Analytical skills

Presentation skills

Collaboration

Job description

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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.

Summary

The Senior Manager is responsible for building & leading the Google CCAI & CCaaS CoE in the BBM Professional Services organization, for developing and evolving strategies to better deliver our Google contact center solutions, while maintaining a high level of customer and employee satisfaction.

We are seeking an experienced contact center professional who can not only lead their team effectively but also play a key role in driving project execution specifically in the the Google AI/Insight technology, fostering ongoing development within the practice, and supporting its continued technological advancement.
As part of your duties, you will be responsible to build at for proposing options embracing continuous development to advance our delivery methodologies. Reporting to the National Director and working in a team, the incumbent will support the evolution of the contact center practice by adopting a cloud-first mindset and recommending improvements to enhance performance across all related functions. Priority will be given to integration and solution delivery, with additional contributions in sales, marketing, and finance where applicable.
The successful candidate will have good analytical and communication skills to present issues and solutions to our senior leadership team. We are looking for someone with great team spirit, who is highly collaborative with excellent problem-solving aptitudes.

Key Responsibilities

• Engage in contact center solution deliveries with CCAI and CCaaS Google product and other contact center technologies where needed.
  
• Lead, manage and grow the Google contact center solution Center of Excellence delivery teams, while working in association with other practices
  
• Preserve and grow Bell’s enterprise CCaaS/CCAI customer base by ensuring consistent delivery excellence, proactive customer management, and account growth.
  
• Support strategic and operational goals
  
• Iterate the quality of our deliveries, including project milestones and customer expectations
  
• Build and ensure continued development of your team members
  
• Participate in governance calls with external and internal clients
  
• Work closely with our business development teams and external suppliers
  

Critical Qualifications

• 8+ years of total professional experience ideally in AI, cloud and contact center technologies.
• People management experience is required, with demonstrated ability to lead and develop technical teams.
• At least 2 to 6 years of hands-on experience developing and implementing Google CCAI, CCaaS solutions and integrations
• Solid knowledge of the contact center ecosystem including CCAI, CCaaS, either in consultation, delivery and / or in management
• Have the ability and experience to lead a team of technical resources, including their continuous development within a Contact Center practice of Excellence
• Strategic thinking, ability to express oneself well, excellent presentation skills

Preferred Qualifications

#LI-SS1

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

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.

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