Senior Manager, Contact Center Solutions
- Toronto, ON
- Permanent
- Full-time
The Senior Manager is responsible for developing and evolving strategies to better deliver our contact center solutions in our BBM Professional Services organization, 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 to develop 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
- Manage one of the contact center solution delivery teams, while working in association with the other Senior Managers of the practice
- Engage in contact center solution deliveries
- Follow up on 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 clients
- Work closely with our business development teams, as well as external supplier
- Work with the Product and Sales teams in implementing new technologies and growth strategies.
- 7-10 years in consultation and / or in management with knowledge of the contact center environment including CCaaS,
- 5 + years of experience in managing a team of technical resources, including their continuous development
- Strategic thinking, ability to express oneself well, excellent presentation skills
- Skills for analysis and decision making
- Ability to develop delivery strategies
- Project management skills and ability to coordinate a team to prioritize deliverables
- English, spoken and written
- Excels in an environment of high technological growth and specifically around CcaaS solution
- Solid knowledge of Contact Center solutions & product suites (Genesys or other)
- Excellent organizational skills, initiative and the ability to work with minimal supervision
- Excellent networking skills within the immediate organization, across the company, and with external customers and suppliers
- Ability to creatively solve problems and innovate
- Proactivity and ability to lead and stimulate virtual teams
- Excellent technical knowledge coupled with business acumen
- Innovative spirit, and able to question the status quo
- Knowledge of other contact centre solutions, such as workforce management, workforce optimization, including omni-channel and analytics, and others
- Knowledge of voice biometric technologies would be an asset
- Cloud solution delivery experience is an asset (Genesys Cloud, Amazon Connect, Nice CXOne Google CCaaS, Google AI or other)
- Strong customer skills, with work experience at customer sites
- Federal Security Clearance: Must be eligible to obtain a Federal Security Clearance
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