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Summary

The Senior Manager is responsible for building & leading the Google CCAI & 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 specifically in the the Google AI/Insight technology, fostering ongoing development within the practice, and supporting its continued technological advancement.
As part of your duties, you will be responsible to build at 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

• Engage in contact center solution deliveries with CCAI and CCaaS Google product and other contact center technologies where needed.
  
• Lead, manage and grow the Google contact center solution Center of Excellence delivery teams, while working in association with other practices
  
• Preserve and grow Bell’s enterprise CCaaS/CCAI customer base by ensuring consistent delivery excellence, proactive customer management, and account growth.
  
• Support strategic and operational goals
  
• Iterate the quality of our deliveries, including project milestones and customer expectations
  
• Build and ensure continued development of your team members
  
• Participate in governance calls with external and internal clients
  
• Work closely with our business development teams and external suppliers
  

Critical Qualifications

• 8+ years of total professional experience ideally in AI, cloud and contact center technologies.
• People management experience is required, with demonstrated ability to lead and develop technical teams.
• At least 2 to 6 years of hands-on experience developing and implementing Google CCAI, CCaaS solutions and integrations
• Solid knowledge of the contact center ecosystem including CCAI, 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

Preferred Qualifications

• Expertise en Google CCAI, Google Insight et CCAIP, et technologies d'IA en évolution.
• Exceller dans un environnement de forte croissance technologique et d'innovation et être passionné par l'infonuagique, spécifiquement autour des solutions CCAI et CCaaS.
• Solide connaissance des solutions et suites de produits de centre de contact (Google et autres).
• Compréhension claire des intégrations Google, c. -à-d. (API, Webhook) et d'autres technologies d'interconnectivité infonuagiques pour soutenir notre cœur d'intégration.
• Mentalité DevOps et axée sur l'infonuagique, mettant l'accent sur l'amélioration continue, le développement continu et l'innovation continue.
• Capacité à résoudre des problèmes de manière créative et à innover avec d'autres équipes pour éliminer les silos et améliorer la pratique globale du centre de contact.
• Excellentes connaissances techniques combinées à un sens aigu des affaires.
• Solides compétences client, avec une expérience de travail en interaction avec des clients externes.
• Bilinguisme : Dans le cadre de ses fonctions, cette personne sera potentiellement amenée à interagir avec des intervenants francophones et anglophones à travers le Canada.

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