Lead transformative call center initiatives as a Program Manager with Bell, utilizing cutting-edge AI solutions. This hybrid role demands strategic oversight and effective implementation.

As a Lead Program Manager, you will oversee the critical transition to AI-enhanced customer solutions. This includes driving the Google CCAI integration and ensuring a responsive strategy that aligns organizational goals with user needs. Your comprehensive change management skills will be essential as you guide initiatives to improve service delivery.

Key Responsibilities:
• Direct Google CCAI program management and execution
• Act as Agile lead overseeing project timelines and quality
• Develop a detailed plan for Legacy IVR decommissioning




• Collaborate on AI optimization strategies for call centers
• Ensure alignment with business objectives and performance metrics

Requirements:
• Bachelor’s degree; advanced degree preferred
• 8-10 years in program or project management
• Expertise in CCaaS, especially Google Cloud CCAI
• Demonstrated success in leading change initiatives
• Solid strategic communication and leadership abilities

Shape the future of customer service at Bell by leveraging AI technology in your program management role.
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📌 Lead Program Manager for Call Center Solutions (Ontario)
🏢 Bell Canada
📍 Ontario