Senior Bilingual Project Manager to lead a Google Contact Center as a Service (CCaaS) implementation

Our valued telecommunications client is seeking a Senior Bilingual Project Manager to lead a Google Contact Center as a Service (CCaaS) implementation

Initial 8 month contract in Montreal, QC, (1-2 days/week on-site) with strong possibility of extension. 7.5 hours per day, Monday to Friday.

As the successful candidate, you will lead a Google Contact Center as a Service (CCaaS) implementation project. This role is pivotal in ensuring the successful planning, execution, and delivery of the CCaaS solution, with a strong emphasis on driving effective change management to ensure user adoption and business benefit realization. The Project Manager will orchestrate all project activities, manage cross-functional teams, and serve as the primary point of contact for project stakeholders, ensuring alignment with business objectives and a smooth transition for all impacted users.

Key Responsibilities:

• Project Planning and Execution: Develop comprehensive project plans, objectives, deliverables, timelines, and resource requirements. Manage project execution and monitor progress
• Stakeholder Management: Identify, engage, and manage relationships with all project stakeholders, including business leaders, technical teams, end-users, and vendors. Facilitate effective communication and ensure stakeholder expectations are managed.
• Change Management Leadership: Develop and implement a robust change management strategy and plan aligned with project goals and best practices (e.g., Prosci ADKAR methodology).
• Conduct change impact assessments to understand the effects of the CCaaS implementation on people, processes, and technology.
• Design and execute communication plans to keep stakeholders informed and engaged throughout the project lifecycle.
• Develop and deliver comprehensive training programs to equip end-users with the necessary skills to effectively utilize the new CCaaS platform.
• Identify, analyze, and manage resistance to change, developing strategies to mitigate risks and foster adoption.
• Drive user readiness and ensure successful transition to the new system, measuring adoption and identifying areas for post-implementation support.
• Risk and Issue Management: Proactively identify, assess, and mitigate project risks and issues. Develop contingency plans and manage resolution efforts to keep the project on track.
• Reporting and Governance: Provide regular, clear, and concise project status reports to senior management and stakeholders. Establish and maintain project governance structures.
• Quality Assurance and UAT Oversight: Collaborate with QA teams and business representatives to ensure the delivered solution meets quality standards and business requirements, overseeing User Acceptance Testing (UAT).

Must-Haves:

• Proven experience as a Project Manager, successfully delivering complex technology implementation projects
• Project Management Professional (PMP) or equivalent project management certification
• Excellent communication skills in English and French
• Demonstrated experience in leading and managing change management initiatives.
• Proficiency in project management software and tools (Jira, Teams)

Nice-to-Haves:

• Familiarity with Google Cloud products and services, particularly related to Contact Center AI
• Prosci Certification for change management

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Project Manager TI senior certifié (PMP)***, avec une forte expertise en change management (idéalement Prosci)***, pour piloter une implémentation Google CCaaS et assurer l’adoption utilisateur et de gérer des parties prenantes multiples (affaires, TI, fournisseurs).

Responsabilités clés :

• Planification et exécution du projet CCaaS (Google)

• Gestion des parties prenantes et gouvernance

• Leadership en gestion du changement (idéalement Prosci / ADKAR)

• Communication, formation, gestion de la résistance

• Gestion des risques, reporting exécutif

• Supervision QA et UAT

Exigences importantes :

• Expérience confirmée comme Project Manager TI

• Certifications requises :

o PMP (ou équivalent)

o Prosci (fort atout)

• À l’aise avec Jira, Teams

• Connaissance Google Cloud / CCAI : atout (formation fournie si manquant)