Job Description

We are seeking a highly skilled Telecom Contact Center Architect, Program Manager to lead and manage the implementation of a CCaaS (Contact Center as a Service) initiative. The ideal candidate will possess a unique blend of hands-on technical expertise and strong project management skills with experience in overseeing multi-vendor, large-scale projects in the telecommunications industry.
The successful candidate will be responsible for coordinating the planning, development, and execution of CCaaS projects while ensuring that all business, operational, and IT requirements are met. They will work closely with stakeholders, vendors, and project teams to deliver reliable, sustainable, and secure solutions. This role also requires experience in remote migration and upgrades.
Responsibilities:

• Gather, document, and review business requirements for the technical fulfillment of a CCaaS solution.
• Collaborate with stakeholders to define business and systems requirements for CCaaS implementations.
• Ensure that the system\'s design is maintainable, sustainable, and well-documented, following standard and best practices.
• Embed reliability, sustainability, and cybersecurity standards into the design.
• Lead the planning, coordination, and execution of CCaaS projects, including managing all project phases and deliverables.
• Build and maintain relationships and communication with stakeholders at various organizational levels, both internally and externally.
• Ensure that the project\'s scope and objectives are aligned with the business vision and context.
• Chair regular core team and governance forums to review project progress with key constituents.
• Represent the project in various governance and inter-departmental forums.
• Manage project scope rigorously to achieve commitments within agreed time, cost, and quality parameters.
• Define and track project milestones and maintain an integrated delivery plan.
• Develop project artifacts, including a charter, integrated plan, resource plan, and contingency plan, in compliance with enterprise standards.
• Propose recommendations and adjustments to the Accountable Executive and provide regular project status reports.
• Set project expectations and ensure deadlines are met.
• Lead initiatives involving significant technology transformation and organizational change.
• Analyze, problem solve, and research project elements as required.
• Lead and coordinate project activities from initiation to closeout, including scope, schedule, resource, and cost management.
• Manage projects with adherence to scope, budget, and timeline standards.
• Perform other duties as assigned.
• Be flexible with work hours to support business needs, including occasional evening, overnight, and weekend work.
• Travel to Reliance sites as required (Valid Ontario driver\'s license with a clean abstract and access to a vehicle required).

Qualifications:

• 12+ years of experience in an IT project management role.
• Security Clearance
• Previous experience in Project Managing CCaaS implementations (2-3 minimum) from one of the existing CCaaS market leaders is preferable.
• Experience managing software development projects in the telecommunications industry.
• PMP Certification is a plus, and experience with PMBOK standards is beneficial.
• Significant experience with both Agile and Waterfall project delivery methodologies.
• Experience with large projects involving multiple vendors and stakeholders.
• Expertise in specific project execution activities, including budgeting, issue/risk management, change control, implementation, and transition.
• Strong verbal and written communication skills.
• Advanced overall knowledge of networking, operating system, server architectures, including communication platforms.
• Proficiency in network-related cybersecurity aspects, firewall architecture, and other network security technologies.
• Expert experience in customer-facing roles in the tech and communications industry (CCaaS, UCaaS, and SaaS experience is a must).
• Strong relationship management and consulting skills.
• Change leadership and management skills.
• Risk management skills.
• Ability to navigate a highly matrixed organization effectively.
• Stakeholder management and influencing skills.
• Business and technical acumen.
• Strong presentation, written, and verbal communication skills that provide clarity and precision at executive levels.
• Excellent problem-solving and critical thinking skills.
• Experience at the Federal Government is an asset

If you are a highly skilled Telecom Contact Center Architect and Program Manager with a proven track record in CCaaS project management and a strong technical background, we invite you to apply for this exciting opportunity. Join our team and play a key role in driving technology and telecommunications advancements in a dynamic work environment.

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