Program Manager for CCaaS Transformation

Elevate customer contact solutions as a Strategic Program Manager at Bell, focusing on Cloud Contact Center as a Service and AI optimization. Lead transformative projects in a hybrid work environment.

Join Bell's Business Markets team as a Program Manager dedicated to driving the Cloud CCaaS initiative and Google Cloud Contact Center AI implementation. You will be responsible for decommissioning legacy IVR systems and creating an advanced AI optimization strategy. This role combines project leadership, change management, and agile methodologies to ensure business objectives are met.

Key Responsibilities:

• Lead comprehensive program management for Google CCaaS

• Act as Epic Owner, managing Agile project frameworks

• Execute decommissioning of Legacy IVR infrastructure

• Develop a strategic AI-powered optimization roadmap

• Ensure deliverables align with business objectives

Requirements:

• Bachelor's in relevant fields, Master’s preferred

• 8-10 years in program management

• Experience with CCaaS implementations

• Proficient in Google CCAI suite

• Proven change management expertise

Utilize your leadership and technical talents to transform customer experiences at Bell.
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