onsite
Senior Program Manager, CCaaS Transformation & AI Optimization - Bell
Program Manager
Lead large‑scale CCaaS transformation initiatives, driving AI‑powered optimization and cross‑functional delivery through Agile program management, data analytics, and strong stakeholder collaboration.
About the role
Key Responsibilities
- Define and execute end‑to‑end program plans for CCaaS migration and AI‑enabled optimization across multiple business units.
- Lead Agile ceremonies, manage backlogs, and ensure timely delivery of milestones while mitigating risks.
- Collaborate with product, engineering, and operations teams to integrate AI models that improve contact‑center performance and customer experience.
- Coordinate with senior leadership and external vendors to align strategy, budget, and resources.
- Analyze program data and metrics to drive continuous improvement and report progress to stakeholders.
Requirements
- 5+ years of program or project management experience in large‑scale technology transformations, preferably in CCaaS or related contact‑center solutions.
- Proven expertise in Agile frameworks (Scrum, SAFe) and managing cross‑functional teams.
- Strong understanding of AI/ML concepts and their application to customer‑service workflows.
- Excellent stakeholder communication and influencing skills, with a track record of delivering results in complex environments.
- Bachelor’s degree in Computer Science, Engineering, Business or related field; PMP, Scrum Master or equivalent certification is a plus.
Skills
5gagileproject management