Sr Manager

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 Expertise in Google CCAI, Google Insight, and CCAIP, and evolving AI technologies Excels in a high technological growth and innovation environment and is passionate about cloud specifically, around CCAI & CcaaS solutions Solid knowledge of Contact Center solutions & product suites (Google and others) Clear understanding of Google integrations, ie: (API, Webhook) and other cloud-based interconnectivity technologies to support our integration core Dev‑ops and cloud-based mindset with an emphasis on continuous improvement, continuous development and continuous innovation Ability to creatively solve problems and innovate with other teams to eliminate silos and improve the overall Contact Center practice Excellent technical knowledge coupled with business acumen Strong customer skills, with work experience interacting with external customer Bilingualism In the course of their duties, this person will potentially have to interact with French & English speaking stakeholders across Canada #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 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. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details ) to learn more about how we collect, use, and disclose your personal information. #J-18808-Ljbffr