Senior Manager, Solutions Delivery
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Key skills for this role
About the Role
Bell is seeking a Senior Manager to lead CCaaS transformation, driving AI adoption and advanced feature deployment to optimize customer experience. You will manage a dedicated team, develop strategic roadmaps, and collaborate with business development and sales teams.
Key Skills for This Role
Responsibilities
- Lead and mentor a CCaaS transformation team focused on AI and advanced feature deployment
- Develop and manage the strategic roadmap for integrating AI capabilities and new functionalities into customer CCaaS solutions
- Oversee the successful deployment and adoption of advanced contact center features
- Drive innovation by identifying and championing emerging AI and omnichannel technologies
- Ensure continuous development and upskilling of the team in areas of AI, automation, and next generation contact center solutions
- Collaborate with business development, product, and sales teams to align transformation strategies with market opportunities
- Manage project execution and delivery excellence for CCaaS transformation initiatives
- Engage in contact center solution deliveries, including project milestones and customer expectations
- Participate in governance calls with external and internal clients
Requirements
- 7 10 years of experience in contact center solutions, with a significant focus on CCaaS environments and leading digital transformation initiatives
- Demonstrated expertise in implementing AI driven solutions, advanced analytics, and omnichannel capabilities within contact centers
- 5+ years of proven experience in leading and developing high performing technical teams
- Strategic thinking and ability to define and articulate a clear vision for AI and advanced feature integration
- Strong analytical and problem solving skills
- Excellent leadership, communication, and presentation skills
- Project management skills and ability to coordinate a team
- English, spoken and written
- Must be eligible to obtain a Federal Security Clearance
Full Job Posting
Summary
- The Senior Manager is responsible for defining and executing strategies for CCaaS transformation, driving the adoption of AI and advanced functionalities to optimize customer experience and operational efficiency.
- You will lead a dedicated team, ensuring effective project execution, continuous development of expertise in cutting edge contact center technologies, and strategic roadmap creation for future enhancements.
Key Responsibilities
- Lead and mentor a CCaaS transformation team focused on AI and advanced feature deployment.
- Develop and manage the strategic roadmap for integrating AI capabilities and new functionalities into customer CCaaS solutions.
- Oversee the successful deployment and adoption of advanced contact center features, ensuring maximum value realization for clients.
- Drive innovation by identifying and championing emerging AI and omnichannel technologies for contact center optimization.
- Ensure continuous development and upskilling of the team in areas of AI, automation, and next generation contact center solutions.
- Collaborate with business development, product, and sales teams to align transformation strategies with market opportunities and customer needs.
- Manage project execution and delivery excellence for CCaaS transformation initiatives, ensuring client satisfaction and revenue targets are met.
- Engage in contact center solution deliveries, including project milestones and customer expectations.
- Participate in governance calls with external and internal clients.
Critical Qualifications
- 7 10 years of experience in contact center solutions, with a significant focus on CCaaS environments and leading digital transformation initiatives.
- Demonstrated expertise in implementing AI driven solutions, advanced analytics, and omnichannel capabilities within contact centers.
- 5+ years of proven experience in leading and developing high performing technical teams, fostering a culture of innovation and continuous learning.
- Strategic thinking and the ability to define and articulate a clear vision for AI and advanced feature integration in contact center operations.
- Strong analytical and problem solving skills, with the ability to translate complex technical concepts into business value.
- Excellent leadership, communication, and presentation skills, capable of engaging executive stakeholders.
- Project management skills and ability to coordinate a team to prioritize deliverables.
- English, spoken and written.
Preferred Qualifications
- Deep understanding of AI technologies (e.g., NLP, machine learning) as applied to contact center use cases.
- Experience with deploying CCaaS platforms and their advanced features, including AI powered modules and automation capabilities.
- Proven ability to define and execute strategic roadmaps for deploying complex contact center functionalities.
- Strong track record in people leadership, talent development, and building high impact teams.
- Familiarity with contact center analytics, workforce optimization, and other advanced solutions.
- Experience in driving customer centric transformation programs that leverage technology.
- 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.
Additional Requirements
- Federal Security Clearance: Must be eligible to obtain a Federal Security Clearance.
Additional Information
- Position Type: Management
- Job Status: Regular Full Time
- Work Arrangement: Hybrid
- Application Deadline: 07/24/2026
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