operations management senior consultant
Title posted on CareerBeacon - Senior Program Manager, CCaaS Transformation & AI-Powered Optimization
Posted on June 23, 2026 by Employer details Bell Canada
Job details
Req Id: 431106Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.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. SummaryWe are seeking a dynamic and strategic Program Manager to spearhead the critical transformation of our customer contact capabilities. This role is central to orchestrating the end-to-end delivery of a state-of-the-art Cloud Contact Center as a Service (CCaaS) solution, with a non-negotiable focus on leveraging Google Cloud Contact Center AI (CCAI). A primary objective is the successful decommissioning of our legacy IVR system within the current fiscal year. Furthermore, you will be instrumental in architecting and initiating a robust roadmap for advanced AI-native optimization features for the subsequent year, ensuring this sophisticated AI solution drives measurable business value through enhanced customer experiences and operational efficiencies. A strong emphasis will be placed on managing the organizational change associated with adopting this new AI solution.Key ResponsibilitiesCCaaS Program Leadership & Execution: Drive the comprehensive program management for the Google CCAI implementation, ensuring its successful, timely, and high-quality delivery from inception through to post-go-live stabilization.Epic Owner & Agile Leadership: Act as the Epic Owner for the program, managing the project within an Agile framework. This includes overseeing the end-to-end delivery, working closely with Technical Solutions (TS) partners, developers, and other stakeholders, and handling financial management for the project.Legacy IVR Decommissioning: Develop and meticulously execute a detailed plan for the phased decommissioning of the existing Legacy IVR infrastructure. This includes managing all technical dependencies, data migration strategies, user transition processes, and ensuring a seamless cutover with minimal operational disruption.AI-Powered Optimization Roadmap Development: Collaborate intensely with business stakeholders, IT leadership, and customer experience teams to define, prioritize, and deliver a strategic roadmap focused on advanced AI-native optimization features. This includes leveraging capabilities like intelligent virtual agents, real-time agent assistance, sophisticated sentiment analysis, predictive routing, and automated quality management, all powered by a cutting-edge AI solution.Value Realization & Business Alignment: Ensure all program deliverables, particularly the implementation and ongoing enhancement of the AI solution, are tightly aligned with strategic business objectives. Focus relentlessly on achieving quantifiable improvements in key metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), operational efficiency gains, and overall cost reduction.Comprehensive Change Management: Develop, lead, and execute a robust organizational change management (OCM) strategy. This encompasses proactive stakeholder eng- Location Montréal, QC
- Work location On site
- Salary$27.00 to $69.71HOUR hourly
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source CareerBeacon #2232467
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