Senior Manager, Contact Center Solutions Google CCaaS

Bell

  • Montreal, QC
  • Permanent
  • Full-time
  • 15 days ago
Req Id: 425693At 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 value diversity and provide a supportive, 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.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.Our Bell Business Markets’ team enables the digital transformation of businesses and governments across the country through solutions in industries such as Cloud, Internet and private networks, collaboration, contact centers, security, Internet of objects, data centers and cloud services. We are proud to be the leading Canadian provider of broadband communications and network services to businesses and governments. The mission of Bell Business Markets in terms of contact center solutions: to become the privileged forward-thinking partner of Canadian businesses and governments.Our Contact Center Solutions Practice is now looking for a Senior Manager with experience in Google Contact Center Solutions. This leader will participate in business development and oversee the continued development of their technical team.Your roleThe Senior Manager is responsible for leading the Google 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, fostering ongoing development within the practice, and supporting its continued technological advancement.As part of your duties, you will be responsible 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
  • Lead, manage and grow the Google contact center solution Center of Excellence delivery teams, while working in association with other practices
  • Support strategic and operational goals
  • Engage in contact center solution deliveries with Google product and other contact center technologies where needed.
  • Iterate the quality of our deliveries, including project milestones and customer expectations
  • Ensure continued development of your team members
  • Participate in governance calls with external and internal clientsNouvel essai…
  • Work closely with our business development teams and external supplier• Work closely with our business development teams, as well as external supplierss
Critical Qualifications
  • At least 3 to 6 years of hands-on experience developing and implementing Google CCAI, CCaaS solutions and integrations
  • At least 10 years of progressive growth in managing teams
  • Solid knowledge of the contact center ecosystem including 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
  • Bilingualism required: In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
Preferred Qualifications
  • Excels in a high technological growth and innovation environment and is passionate about cloud specifically, around CcaaS solutions
  • Expertise in Google CCAI, and CCAIP, and evolving AI technologies
  • Cloud solution delivery experience (Google CCAI &CCaaS,Nice ,Genesys Cloud, Amazon Connect, or other)
  • 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
  • Excellent organizational skills, initiative and the ability to work with minimal supervision
  • Excellent networking skills across the company and with external customers and suppliers
  • Ability to creatively solve problems and innovate with other teams to eliminate silos and improve the overall Contact Center practice
  • Proactivity and ability to lead and stimulate virtual teams
  • Excellent technical knowledge coupled with business acumen
  • Strong customer skills, with work experience at customer sites
  • Knowledge of voice biometric technologies and voice analytics would be an asset
Additional Requirements
  • Federal Security Clearance: Must be eligible to obtain a Federal Security Clearance
#EmployeeReferralProgramAdequate knowledge of French is required for positions in Quebec.Additional Information:Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Quebec : Montreal || Canada : Ontario : Mississauga || Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 09/05/2025For 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 or visit our for other ways to contact us.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, MississaugaBell, one of

Bell