At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day. Are you an expert in product strategy and implementation who wants to shape the next generation of AI-driven customer solutions? At Bell, we are seeking a strategic, execution-focused Program Manager to drive high-impact call centre transformation initiatives You will play a crucial role in shaping the long-term vision of our call centre technologies, balancing customer-centric innovation with concrete business returns.

Drive the comprehensive program management for the Google CCAI implementation, ensuring its successful, timely, and high-quality delivery from inception through to post-go-live stabilization. Epic Owner & Agile Leadership:Act as the Epic Owner for the program, managing the project within an Agile framework. This includes overseeing the end-to-end delivery, working closely with Technical Solutions (TS) partners, developers, and other stakeholders, and handling financial management for the project.

This includes managing all technical dependencies, data migration strategies, user transition processes, and ensuring a seamless cutover with minimal operational disruption. AI-Powered Optimization Roadmap Development:Collaborate intensely with business stakeholders, IT leadership, and customer experience teams to define, prioritize, and deliver a strategic roadmap focused on call centre transformation Ensure all program deliverables, particularly the implementation and ongoing enhancement of the Googe CCaaS solution, are tightly aligned with strategic business objectives. Focus relentlessly on achieving quantifiable improvements in key metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), operational efficiency gains, and overall cost reduction.

Comprehensive Change

Management:Develop, lead,



and execute a robust organizational change management (OCM) strategy. This encompasses proactive stakeholder engagement, explicit and consistent communication plans regarding the benefits and impacts of the new CCaaS and AI solution, comprehensive user training programs, and strategies to drive widespread adoption and proficiency across all user groups (agents, supervisors, administrators). Guide technical teams, ensure the solution architecture is scalable and secure, and validate that the chosen AI solutionmeets evolving business requirements and industry best practices.

Risk, Dependency & Vendor Management:Proactively identify, assess, and mitigate program risks and interdependencies. Effectively manage relationships with Google Cloud and any implementation partners, ensuring adherence to SLAs and contractual obligations.

Call Centre Optimization and Transformation: Identify opportunities to leverage the CCaaS solution and AI components to drive material improvements in the customer experience. Bachelor's degree in Computer Science, Information Technology, Business Administration, Engineering, or a closely related field; Master’s degree is highly preferred. Minimum of 8-10 years of progressive experience in program or project management, with a proven track record of successfully delivering complex, enterprise-level technology transformations.

Proven success managing the decommissioning of legacy telecommunications systems (e.g., Strong understanding of AI/ML concepts and their practical application in contact center environments, including Natural Language Understanding (NLU), conversational AI,



and advanced data analytics driving intelligent automation. Demonstrated experience in leading change management initiatives for large-scale technology deployments, focusing on user adoption and process integration. Proficiency in program management methodologies and associated tools.

Proven experience or knowledge of Agile delivery methodologies. Strong business acumen with the ability to translate complex technical capabilities of anAI solutioninto tangible business value and strategic recommendations. PMP, PgMP, or similar program management certification is a significant plus. #Adequate knowledge of French is required for positions in Quebec.

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. 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.

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. Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

For a confidential inquiry, email your recruiter or [email protected] 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. #

📌 Senior Manager, Data Analysis Management (Mississauga)
🏢 Bell Canada
📍 Mississauga