Director, Professional Services, CCaaS

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. 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.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

Summary

Bell is redefining how Canadians connect—through cutting-edge networks, innovative services, and transformative media. Our Bell Business team leads digital transformation for organizations nationwide, delivering solutions in connectivity, cloud, security, and customer experience.

We’re looking for a visionary leader to head our CCaaS Professional Services practice, driving innovation, operational excellence, and enterprise client success. As Director, Professional Services – CCaaS, you’ll lead the evolution of Bell’s contact center capabilities into an AI-powered, omnichannel platform. This role requires a strategic thinker and proven change agent with deep expertise in CCaaS technologies, client engagement, and team leadership.

Key Responsibilities

• Lead and grow Bell’s enterprise CCaaS customer base through delivery excellence and proactive account management.
• Drive transformation initiatives to modernize legacy platforms and introduce next-gen AI-powered Cloud solutions.
• Develop and execute customer migration strategies that balance innovation with operational stability.
• Build trust with enterprise clients by aligning solutions to strategic business outcomes.
• Shape and execute a transformation roadmap that positions Bell as a leader in customer experience.
• Collaborate with technology vendors, change management experts, and internal teams to deliver seamless, future-proof solutions.
• Partner cross-functionally with Product, Sales, Marketing, and IT to co-create innovative offerings and go-to-market strategies.
• Manage team performance, resource planning, and business growth across a national footprint.

Critical Qualifications

• Proven leadership in digital transformation and change management.
• Strategic mindset with a focus on innovation and ROI.
• Experience with AI/ML in customer service environments.
• Familiarity with platforms such as Genesys Cloud, AWS Connect, NICE CXone, Google CCaaS and Zoom.
• Deep understanding of CCaaS systems (e.g., CCAI, multichannel routing, IVR, voice biometrics).
• Strong business acumen and experience developing winning proposals and costing models.
• Ability to architect complex technical solutions and lead high-level requirements analysis.
• Skilled in managing financials, budgets, timelines, and risk mitigation.
• Track record of driving process improvements in large-scale environments.
• Experience leading diverse, geographically dispersed teams with a performance-driven culture.
• Knowledge of contact center technologies including workforce management, optimization, analytics, and voice biometrics.

Adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Management

Job Status:  Regular - Full Time

Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun
Work Arrangement: Hybrid
Application Deadline: 07/16/2026

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.  Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. 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. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners. 

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. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or  View email address on jobs.bce.ca to make arrangements. If 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.

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