Project Manager (CCM)

Position Description:

Security clearance: Reliability Clearance granted preferably or eligible (5+ years residing in Canada)

The Project Manager will lead and coordinate a multi–product team initiative supporting the business-side transformation activities of a large-scale Contact Center Modernization program. This role focuses on optimizing workload management, driving business process changes, supporting readiness activities, and ensuring alignment across multiple functional teams.

The PM will oversee several concurrent workstreams—including Reporting & Analytics, Change Management, Agile Enablement, Workforce Management, and Operational Readiness—ensuring each deliver on scope, schedule, and expected business outcomes.

Your future duties and responsibilities:

Program and Initiative Coordination

• Plan, coordinate, and sequence multi‑stream activities in support of operational‑model assessment and transformation initiatives.
• Define and manage scope, schedules, dependencies, risks, and key milestones in collaboration with business and IT leads.
• Ensure activities are aligned with organizational priorities, governance structures, and operating constraints.
• Coordinate across multiple product and functional teams to maintain alignment and minimize delivery risk.

Stakeholder Enablement and Engagement

• Coordinate interviews, workshops, and working sessions with business and IT stakeholders.
• Ensure appropriate stakeholders are engaged at the right time to support decision‑making and progress.
• Facilitate discussions as needed while reinforcing internal ownership of outcomes and decisions.
• Promote collaboration and shared understanding across diverse stakeholder groups.

Execution Oversight and Delivery Support

• Track progress across assessment, gap analysis, process improvement, and readiness activities.
• Monitor execution across Reporting & Analytics, Change Management, Agile Enablement, Workforce Management, and Operational Readiness workstreams.
• Identify risks, issues, and interdependencies and escalate appropriately to leadership.
• Apply project management best practices and light governance to support effective, timely delivery.

Quality, Consistency, and Governance

• Support the internal team in ensuring deliverables (e.g., process documentation, training materials, readiness artifacts, summaries) are complete, consistent, and fit for purpose.
• Review outputs for clarity, coherence, and alignment with agreed objectives and outcomes.
• Help maintain standards across workstreams to ensure a unified and integrated operational model.

Reporting, Communication, and Knowledge Transfer

• Prepare and contribute to status reports, dashboards, and executive updates for leadership and governance forums.
• Support the consolidation of work completed, key decisions, lessons learned, and recommended next steps.
• Promote knowledge transfer, sustainability, and handover readiness within internal teams.

Required qualifications to be successful in this role:

• Bachelor’s degree in Business Administration, Project Management, Information Systems, or a related field (or equivalent experience).
• 8+ years of experience in project management, including delivery of complex, multi‑stream business or technology transformation initiatives.
• Demonstrated experience managing cross‑functional teams spanning business, IT, and operations.
• Experience supporting large‑scale Contact Center Modernization or operational transformation initiatives is a strong asset.

Skills and Competencies

• Strong project and program management skills, including planning, scheduling, risk management, and dependency management.
• Proven ability to manage multiple concurrent workstreams and stakeholder groups.

Experience supporting change management, operational readiness, or workforce‑related initiatives.

• Strong facilitation, communication, and stakeholder‑engagement skills.
• Ability to apply structure, best practices, and governance in complex environments without undermining internal ownership.
• Strong analytical, organizational, and documentation skills.

Additional Requirements

• Experience working in regulated or public‑sector environments is considered an asset.
• Familiarity with Agile, hybrid, or iterative delivery models is an advantage.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $90,000–$140,000. This role is an existing vacancy.

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Skills:

• English
• Governance
• Project Management
• SAFe
• Team Collaboration
• Transformational leadership
• French
• PMI Project Management Prof

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.