Project Leader/Senior Executive

Position Summary

We are seeking a highly experienced Project Leader / Senior Executive to lead the Contact Centre as a Service (CCaaS) implementation for the Government of Canada. This leader will oversee all phases of the project, ensuring that it is delivered on time, within scope, and meets the government’s requirements for security, performance, and compliance. The candidate must be skilled in managing large-scale government IT transformations, particularly in contact center and workforce management solutions. The role also involves overseeing vendor relationships and ensuring project governance aligns with federal digital transformation strategies.

Key Responsibilities

- Project Leadership: Lead the entire CCaaS project, from planning to go-live, ensuring all phases are delivered on time and within budget.
- Governance and Compliance: Establish and enforce project governance frameworks, ensuring compliance with ITSG-33 security standards, Protected B data handling, and government accessibility mandates (including bilingualism).
- Stakeholder Engagement: Collaborate with government stakeholders, including Shared Services Canada (SSC), executive sponsors, and external vendors, ensuring strategic alignment.
- Risk and Issue Management: Identify risks and issues early, ensuring mitigation strategies are in place and that escalations are managed promptly.
- Performance Monitoring: Oversee vendor performance, ensuring SLAs are met and that project objectives align with the federal government's long-term digital transformation goals.
- Vendor Management: Manage third-party vendors, ensuring they deliver according to the project contract and performance metrics.
- Integration Oversight: Ensure the seamless integration of Workforce Management (WFM), knowledge management, and future-ready technologies (AI, machine learning) with the CCaaS platform.
- Reporting: Provide regular updates to senior government officials, including dashboards and reports on key project performance indicators (KPIs).

Reporting Structure

Reports directly to senior government officials and steering committees, including the project’s executive sponsor and other high-level government stakeholders.

Location

Primarily based in Ottawa, with on-site engagements required for key project phases and meetings with government stakeholders.

Qualifications

-- Minimum 10 years of experience in senior project leadership roles, particularly in government IT transformations. 
- Strong track record of leading contact center solution implementations for large organizations, with a proven ability to deliver projects involving more than 20,000 users and complex technical environments. 
- Deep expertise in IT governance, including compliance with ITSG-33, accessibility standards (WCAG), and bilingualism mandates. 
- Experience managing cross-functional teams and leading projects using hybrid Agile/Waterfall methodologies (WAGILE). 
- Vendor and contract management experience, including overseeing SLA performance, managing contracts, and leading negotiations. 
- Strong communication skills, with experience presenting to senior executives and managing stakeholder expectations.