CCaaS program manager Contact Center as a Service -CCaaS

- Lead End-to-End CCaaS Implementations: Direct the entire lifecycle of CCaaS solution deployment, from initial planning and resource allocation to managing timelines and ensuring the project meets all deliverables.
-Cross-Functional Collaboration: Partner with diverse teams, including IT, business operations, AI, and customer service, to ensure seamless integration and delivery of CCaaS solutions that align with business goals.
- Strategic Planning and Execution: Develop and implement robust strategies for project delivery, ensuring they are closely aligned with business objectives, stakeholder expectations, and client needs.
- Project Oversight and Management: Manage project budgets, schedules, and milestones, ensuring the timely delivery of solutions within the agreed scope and budget constraints.
- Team Leadership and Development: Provide leadership and mentorship to the project team, fostering a collaborative environment focused on continuous improvement and high performance.
- Stakeholder Communication: Regularly communicate project status to internal and external stakeholders, providing updates on progress, risks, and mitigation plans.
- Customization and Configuration Oversight: Guide the configuration and customization of CCaaS platforms to meet specific client requirements and ensure optimal functionality.
- Compliance and Best Practices: Ensure all implementations adhere to industry standards, best practices, and regulatory requirements for contact centers and cloud-based services.
- Performance Monitoring and Optimization: Track the performance of CCaaS implementations, identifying areas for improvement and leading efforts to optimize system performance and client satisfaction.
- Technology Insights: Stay ahead of industry trends and technological advancements in the CCaaS and cloud sectors, integrating innovations that enhance the service delivery and scalability of the platform



What do you need to excel in this role?

-Experience: A minimum of 8-10 years of experience in contact center operations, with at least 5 years in a leadership role managing CCaaS, cloud technologies, and large-scale technology projects.
-Track Record of Success: Proven ability to successfully lead complex, cross-functional projects, delivering results on time, within scope, and on budget.
-Expert Knowledge: Strong understanding of contact center operations, cloud-based services, telecommunications, and emerging technologies in AI and automation.
-Project Management Expertise: Demonstrated expertise in project management methodologies, with a solid track record of managing large projects from inception to completion.
-Strong Communication Skills: Exceptional written and verbal communication skills, with the ability to engage effectively with both clients and internal teams at all levels.
-Analytical Mindset: Strong problem-solving and analytical skills, with the ability to identify risks, troubleshoot issues, and drive solutions.
-Adaptability: Ability to work under pressure, manage multiple priorities simultaneously, and thrive in a rapidly evolving, fast-paced environment.
- Certifications: PMP or similar project management certifications are highly preferred.

Advantages
- Flexible working hours
- Work from home, occasional presence (2x per week)
- Long term project
- Dynamic team
- Innovative projects



Responsibilities
Your main responsibilities would include:

- Lead End-to-End CCaaS Implementations: Direct the entire lifecycle of CCaaS solution deployment, from initial planning and resource allocation to managing timelines and ensuring the project meets all deliverables.
-Cross-Functional Collaboration: Partner with diverse teams, including IT, business operations, AI, and customer service, to ensure seamless integration and delivery of CCaaS solutions that align with business goals.
- Strategic Planning and Execution: Develop and implement robust strategies for project delivery, ensuring they are closely aligned with business objectives, stakeholder expectations, and client needs.
- Project Oversight and Management: Manage project budgets, schedules, and milestones, ensuring the timely delivery of solutions within the agreed scope and budget constraints.
- Team Leadership and Development: Provide leadership and mentorship to the project team, fostering a collaborative environment focused on continuous improvement and high performance.
- Stakeholder Communication: Regularly communicate project status to internal and external stakeholders, providing updates on progress, risks, and mitigation plans.
- Customization and Configuration Oversight: Guide the configuration and customization of CCaaS platforms to meet specific client requirements and ensure optimal functionality.
- Compliance and Best Practices: Ensure all implementations adhere to industry standards, best practices, and regulatory requirements for contact centers and cloud-based services.
- Performance Monitoring and Optimization: Track the performance of CCaaS implementations, identifying areas for improvement and leading efforts to optimize system performance and client satisfaction.
- Technology Insights: Stay ahead of industry trends and technological advancements in the CCaaS and cloud sectors, integrating innovations that enhance the service delivery and scalability of the platform


Qualifications
What do you need to excel in this role?

-Experience: A minimum of 8-10 years of experience in contact center operations, with at least 5 years in a leadership role managing CCaaS, cloud technologies, and large-scale technology projects.
-Track Record of Success: Proven ability to successfully lead complex, cross-functional projects, delivering results on time, within scope, and on budget.
-Expert Knowledge: Strong understanding of contact center operations, cloud-based services, telecommunications, and emerging technologies in AI and automation.
-Project Management Expertise: Demonstrated expertise in project management methodologies, with a solid track record of managing large projects from inception to completion.
-Strong Communication Skills: Exceptional written and verbal communication skills, with the ability to engage effectively with both clients and internal teams at all levels.
-Analytical Mindset: Strong problem-solving and analytical skills, with the ability to identify risks, troubleshoot issues, and drive solutions.
-Adaptability: Ability to work under pressure, manage multiple priorities simultaneously, and thrive in a rapidly evolving, fast-paced environment.
- Certifications: PMP or similar project management certifications are highly preferred.

Summary
Randstad Digital is seeking a Program Manager for large-scale Contact Center as a Service (CCaaS) implementation projects, offered as a long-term, renewable contract. The ideal candidate will have strong leadership skills and a proven track record of successfully managing complex, large-scale projects.

Your main responsibilities would include:

- Lead End-to-End CCaaS Implementations: Direct the entire lifecycle of CCaaS solution deployment, from initial planning and resource allocation to managing timelines and ensuring the project meets all deliverables.
-Cross-Functional Collaboration: Partner with diverse teams, including IT, business operations, AI, and customer service, to ensure seamless integration and delivery of CCaaS solutions that align with business goals.
- Strategic Planning and Execution: Develop and implement robust strategies for project delivery, ensuring they are closely aligned with business objectives, stakeholder expectations, and client needs.
- Project Oversight and Management: Manage project budgets, schedules, and milestones, ensuring the timely delivery of solutions within the agreed scope and budget constraints.
- Team Leadership and Development: Provide leadership and mentorship to the project team, fostering a collaborative environment focused on continuous improvement and high performance.
- Stakeholder Communication: Regularly communicate project status to internal and external stakeholders, providing updates on progress, risks, and mitigation plans.
- Customization and Configuration Oversight: Guide the configuration and customization of CCaaS platforms to meet specific client requirements and ensure optimal functionality.
- Compliance and Best Practices: Ensure all implementations adhere to industry standards, best practices, and regulatory requirements for contact centers and cloud-based services.
- Performance Monitoring and Optimization: Track the performance of CCaaS implementations, identifying areas for improvement and leading efforts to optimize system performance and client satisfaction.
- Technology Insights: Stay ahead of industry trends and technological advancements in the CCaaS and cloud sectors, integrating innovations that enhance the service delivery and scalability of the platform



What do you need to excel in this role?

-Experience: A minimum of 8-10 years of experience in contact center operations, with at least 5 years in a leadership role managing CCaaS, cloud technologies, and large-scale technology projects.
-Track Record of Success: Proven ability to successfully lead complex, cross-functional projects, delivering results on time, within scope, and on budget.
-Expert Knowledge: Strong understanding of contact center operations, cloud-based services, telecommunications, and emerging technologies in AI and automation.
-Project Management Expertise: Demonstrated expertise in project management methodologies, with a solid track record of managing large projects from inception to completion.
-Strong Communication Skills: Exceptional written and verbal communication skills, with the ability to engage effectively with both clients and internal teams at all levels.
-Analytical Mindset: Strong problem-solving and analytical skills, with the ability to identify risks, troubleshoot issues, and drive solutions.
-Adaptability: Ability to work under pressure, manage multiple priorities simultaneously, and thrive in a rapidly evolving, fast-paced environment.
- Certifications: PMP or similar project management certifications are highly preferred.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.