Senior Manager, Solutions Delivery

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. 

As part of your duties, 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. We are seeking a seasoned leader with a proven ability to guide teams through complex technological transformations and deliver significant business value. 

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

•  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 such as intelligent routing, chatbots, agent assist, and predictive analytics.
• 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, including AI and advanced analytics.
• Strong track record in people leadership, talent development, and building high-impact teams within a professional services or technology consulting environment.
• Familiarity with contact center analytics, workforce optimization, and other advanced solutions that complement AI integrations.
• Experience in driving customer-centric transformation programs that leverage technology to achieve significant business outcomes.
• 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.
• Innovative spirit, and able to question the status quo.
• Cloud solution delivery experience is an asset (Genesys Cloud, Amazon Connect, Nice CXOne Google CCaaS, Google AI or other).
• Strong customer skills, with work experience at customer sites.
• French language proficiency would be an asset.

Additional Requirements

• Federal Security Clearance: Must be eligible to obtain a Federal Security Clearance.

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