Job Title

Project Manager, Cloud Contact Centre Solution

Status

Temporary Full-Time

Temporary - Approximate length of assignment, in months

24

Type of Position

an Addition to Staff

Start Date

immediate

Salary

Annually

Salary Grade

$137,660.00 - $161,925.00

Department

York Region -> Corporate Services -> Digital & Customer Experience

Location

Digital Data Technology and CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA

Job Description (E)

ABOUT THE ROLE
York Region is embarking on a Digital and Customer Experience transformation journey to ensure our practices, systems, decisions, and digital experiences consistently prioritize the needs of residents, businesses, visitors, and employees. A key component of this transformation is the modernization of the Region's contact centre capabilities through the procurement and implementation of a Cloud Contact Centre as a Service (CCaaS) solution, along with the adoption of emerging technologies, including AI-enabled customer experience capabilities, automation, analytics, and digital engagement tools.
This technical leadership role is responsible for leading the planning, procurement, management, and delivery of a Cloud Contact Centre as a Service (CCaaS) transformation from initiation through implementation and transition to operations. The ideal candidate brings direct, hands-on experience delivering CCaaS implementations and large-scale contact centre technology transformations, including vendor-led implementations, cloud technologies, complex system integrations, data migration, and modernization initiatives.
The role provides overall program and project leadership, overseeing scope, schedule, budget, risks, dependencies, and technical delivery to ensure disciplined execution, organizational readiness, and measurable business outcomes. The successful candidate will provide strategic leadership and technical direction across solution design, architecture, integration, security, and operational readiness activities, ensuring alignment with enterprise standards and long-term service objectives.
The Project Manager will work closely with operational Contact Centre leaders, Information & Technology Services, Enterprise Architecture, Procurement, Legal, Privacy, and external vendors to ensure solutions are compliant with public sector requirements and deliver measurable service improvements.

WHAT YOU'LL BE DOING

• Leads the end to end delivery of a Cloud Contact Centre (CCaaS) solution, including procurement, implementation, migration of legacy contact centre systems, and operational readiness of cloud-based customer contact centre platforms (CCaaS);
• Leads the design and implementation of contact centre capabilities, such as omnichannel engagement (voice, chat, email, SMS), IVR/call flows, routing strategies, workforce optimization, reporting and analytics, and integration with enterprise systems.
• Conduct a comprehensive review of the existing customer service technology portfolio, including contact centre, CRM, telephony, workforce management, knowledge management, reporting, and integration capabilities, and provide recommendations regarding optimization, rationalization, future-state architecture, and implementation sequencing.
• Initiates and leads the end to end procurement process, including RFP development, vendor engagement, evaluation, selection and acquisition of hardware, software, and vendor resources, while adhering to budgets; develops solutions in accordance with ITS Enterprise Architecture.
• Coordinates projects and financial planning, provides direction, guidance and technical support to staff, assigns tasks and manages day to day operations to ensure customer needs are met in a timely fashion.
• Analyzes department technology needs required for design, development and implementation of Cloud Contact Centre Service (CCaaS) initiatives to provide sound operational cost effective solutions to meet departmental objectives and alignment with integration and design principles within the Corporate network requirements.
• Manages coordination of user requirements, system design, prototypes and documentation, and the modification and implementation of systems.
• Documents existing business systems, recommends and implements future systems to enhance department productivity and ensures sufficient network load requirements.
• Monitors projects to identify and mitigate risks and issues, and track actions, to deliver solutions with high quality and usable outcomes on time and budget.
• Manages effective internal and external project communications with stakeholders, Regional staff, vendors, and other government agencies as required to ensure broad awareness and understanding of impacts and outcomes of projects.
• Identifies issues and consults with key stakeholders to develop options and then select and implement the most appropriate solution.
• Liaises with other sections in order to define technology needs required for design, development and implementation of systems initiatives; and to provide sound, operational, cost effective and sustainable solutions to meet CX objectives.
• Works as part of a multi-disciplinary team contributing to strategic plans, implementation plans, and ongoing support of CX and Digital Transformation initiatives within the Region.
• Develops and maintains effective relationships with functional areas to promote and leverage partnership opportunities and collaboration with internal resources.
• Develops guidelines, policies and procedures when necessary.
• Participates in Branch and Department business planning and budget preparation/forecasting activities as required.
• Contributes to corporate-wide technology objectives and ensures that requirements are evaluated, planned, implemented, and maintained.
• Supervises staff, including recruitment, selection, hiring, assigning work, determining training and development needs, coaching and mentoring, conducting performance appraisals and determining/recommending disciplinary action up to and including dismissal in accordance with collective agreements, Regional policies and practices.
• Schedules staff, assigns work, monitors work flow, and makes recommendations for efficiencies and improved customer service.
• Performs other duties as required in accordance with Branch and Department objectives

WHAT WE'RE LOOKING FOR

• Successful completion of a University Degree in Information Technology or Computer Science or equivalent approved combination of education and experience.
• Minimum five (5) years experience in information systems project management implementation and support working on large corporate projects, including demonstrated minimum of two (2) of direct supervisory experience.
• Demonstrated experience with the assessment of application technology and end user needs to recommend solutions that are in line with the Region's strategic direction.
• Valid Ontario Class "G" drivers license and reliable vehicle for use on corporate business
• Knowledge of trends in the use of current information technology specific to user department applications and the Region's current operating environment, project management tools and relational databases.
• Knowledge of leading-edge designs and technologies such as Internet and Intranet design, web services, Java, Cisco, Nokia, Sun etc. and object programming, wireless networking, public key infrastructure, application integration and collaborative computing.
• Knowledge of collective agreement administration and labour relations principles and practices.
• Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self management and accountability, and flexibility/adaptability.
• Management competencies including results/achievement focus, human resources management, leadership, financial management, business planning, decision making/judgement, representation and professionalism and job knowledge.
• Demonstrated project management skills specific to project budgeting, scoping, planning, configuration, testing and final delivery, including problem solving and resolution skills.
• Demonstrated interpersonal and communication skills to provide technical and system process information to varied audiences.
• Ability to make decisions under high pressure and tight timelines.
• Ability to guide and supervise multiple resources (both internal and external) across several ongoing projects.
• Contemporary staff supervisory skills including knowledge of collective agreement interpretation and relevant employment legislation.
• Leadership ability to motivate staff and foster a positive team environment.
• Ability to work outside normal business hours as required.

Council Approval Date

Scheduled Weekly Hours

35

Scheduled Shifts



Operational Hours

Close Date

August 17, 2026

# of Hires Needed

1

Union

Non Union Staff

Please apply online by 5:00PM EST of the closing date indicated above.

Click here for more details on Benefits and Perks.