Director, Professional Services, CCaaS

Director, Professional Services – CCaaS Join to apply for the Director, Professional Services, CCaaS role at Bell. Req Id: 426798 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 delivered by #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. 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. 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. Summary Bell is redefining how Canadians connect—through cutting‑edge networks, innovative services, and transformative media. Our Bell Business team leads digital transformation for organizations nationwide, delivering solutions in connectivity, cloud, security, and customer experience. We’re looking for a visionary leader to head our CCaaS Professional Services practice, driving innovation, operational excellence, and enterprise client success. As Director, Professional Services – CCaaS, you’ll lead the evolution of Bell’s contact center capabilities into an AI‑powered, omnichannel platform. This role requires a strategic thinker and proven change agent with deep expertise in CCaaS technologies, client engagement, and team leadership. Key Responsibilities Lead and grow Bell’s enterprise CCaaS customer base through delivery excellence and proactive account management. Drive transformation initiatives to modernize legacy platforms and introduce next‑gen capabilities. Develop and execute customer migration strategies that balance innovation with operational stability. Build trust with enterprise clients by aligning solutions to strategic business outcomes. Shape and execute a transformation roadmap that positions Bell as a leader in customer experience. Collaborate with technology vendors, change management experts, and internal teams to deliver seamless, future‑proof solutions. Partner cross‑functionally with Product, Sales, Marketing, and IT to co‑create innovative offerings and go‑to‑market strategies. Manage team performance, resource planning, and business growth across a national footprint. Critical Qualifications Proven leadership in digital transformation and change management. Strategic mindset with a focus on innovation and ROI. Experience with AI/ML in customer service environments. Familiarity with platforms such as Genesys Cloud, AWS Connect, NICE CXone, Google CCaaS. Deep understanding of CCaaS systems (e.g., CCAI, multichannel routing, IVR, voice biometrics). Strong business acumen and experience developing winning proposals and costing models. Ability to architect complex technical solutions and lead high‑level requirements analysis. Skilled in managing financials, budgets, timelines, and risk mitigation. Track record of driving process improvements in large‑scale environments. Experience leading diverse, geographically dispersed teams with a performance‑driven culture. Knowledge of contact center technologies including workforce management, optimization, analytics, and voice biometrics. Adequate knowledge of French is required for positions in Quebec. Additional Information Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun Work Arrangement: Hybrid Application Deadline: 11/13/2025 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. You’ll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs, plus 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. If you require accommodations during the hiring process, please let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to contact us through our Accessibility feedback form or visit our Accessibility page. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy to learn more about how we collect, use, and disclose your personal information. Created: Canada, ON, Toronto Bell, one of Canada's Top 100 Employers. #J-18808-Ljbffr