Bill Wassell

As one of Canada's foremost senior delivery leaders in CCaaS and AI/CX platforms, & infrastructure project management disciplines, Bill's experiential value identifies and connects the elements required for successful next generation transformation engagements, and ongoing promotion and value realization of digital channel transformations. While providing outstanding enterprise leadership through collaboration with business and technical leaders, his strength is managing complex migrations and integrated initiatives with the most sought-after combination of subject matter CCaaS/AI/CX expertise in business visioning, value promotion and technical operational management.

Owner, CCaaS/CX Executive Leadership, Technical Implementation and Business Operations - CedarTree Consulting

(2007-01)

Selected projects for the last 10 years

Senior Project Manager for CCaaS/Genesys/AI/IT migration - Hydro One An Integrated Project Plan and execution delivery including organizational change management, training, testing and carrier IT elements. Project Manager for Genesys system integrator and associated LoBs, including financial and executive communication leadership, for a highly critical control room redundant infrastructure.

Senior CCaaS/UCaaS/AI/IT & Business Leader - Allstate Canada Group

Implementing a Genesys Cloud CX 3, UCaaS (Teams & Genesys telephony) & CRM/APIs (Guidewire) platform including AI (Agent transcription and sentiment analysis), IVR, Routing, Digital Channel – SMS, eMail, Recording, Quality Management, Speech Analytics, Transcriptions, Chat bots, WFM Reporting and Adherence, Dialer, and Non-Functional requirements – performance standards (e.g. uptime) with penalties and solutions for a 1200 agent contact centre transformation. Bill led the visioning sessions, and requirements gathering of business feature applications and integration of project plans from the legacy Avaya platform. Bill successfully delivered an approved detailed technical and risk mitigation assessment (quantitative and qualitative) based on severity and business impact analysis with projected CCaaS performances metrics and KPIs, with Dashboards, to the Technical & Business Program Audit Committees.

Project Manager - Great-West Life/London Life

Architected and project managed the NICE call recording upgrade (v3.2) for 1000 agents. This project outlined and delivered timelines, prerequisites, staging, system definition/operation settings, and business management parameters for system archival, retrieval, reporting, including vendor and IT staff and agent training resources including hand-off procedures to production services, i.e. Day 02 support.

CCaaS Senior Project Consultant - SunLife

Providing analysis and transformation of the Cisco CUCM platform to AWS Connect including Genesys/AI CX Cloud offerings. Program orchestrated the provisioning of a tactical approach, RFP requirements including voice of the customer initiatives, and roll out plan for over 4,000 agents including project (dependency and critical path plans, budgets – including consumption-based modeling, discrete feature functionality testing with rollout and training curriculum coordination. These plans incorporated a newly authored program BoM/ToM (Business and Technical Organizational Model) with Agile methodology and change control mechanisms incorporating high availability uptime metrics and KPI metrics and operating procedures.

CCaaS Senior Program Manager - WSIB

Provided project direction and tactical implementation of 2500 agents from Genesys Pure Connect to Genesys Cloud CX3 migration. Co-ordination and leadership of Genesys Professional Services, Genesys Configurators and Testing Consultants with business owners, training, and communication's management WSIB staff.

Senior Director - ICBC, Insurance Corporation of British Columbia

Responsible for the plan, design, implementation, and post cut-over alignment of business and technical and Genesys system integration services for a 1000 seat/30 LoBs Genesys CX contact centre, including network (SIT trunking) and back-office integration (Guidewire), workforce management, reporting, and CICD/AD management. Instrumental in designing cut-over, Hypercare and Day 02 in process/technical triaging.

Senior IT Contact Centre Project Manager - CGI for CIBC

Responsible for design, development – POC, and operational management cataloging (DevOps/QA/Storage/Security/Agent training) of AI Verint recording and analytics, required by the Complaints Services Department of the Office of the Superintendent of Financial Institutions. Tools included real time & historical data analytics, Large Language Models/LLMs, Chat bots, and transcription services via Verint Technologies.

CCaaS Senior Program Manager - Reliance Home Comfort

Quarterbacking the project charter – project plans, schedules and RFP authoring and selection (client and vendor resources), business case (financial) modeling and tracking of key project deliverables, with weekly Dashboards. Migrating from an enterprise Avaya enterprise to a NICE CXOne/AI platform, with 400 agents (in-house & outsourced/TELUS/Philippines), integrating Telephony and Teams platforms, including Conveo AI/Chatbots, recording and sentiment analysis and WFM (including a unionized/scheduled and adherence contact centre). Bill identified and managed progress/project updates to technical and executive management.

This included change management and Agile DevOps organizational modifications given a new architectural platform.

CCaaS/Telephony Project Director - BrokerLink (Intact Insurance)

Program managed a comprehensive technical plan, design, and implementation/communication plan of a unified communication and contact centre platform for 400 agents (Cisco CUCM/Verint/Telus incorporating Voice, Data, Fax, Voice Mail, IVR, Workforce Management). Program management activities included negotiated KPIs with Telus, logistical/geographical contact centre roll out, call flows, toll free/DID activations and management reporting for branches, regions, and Head Office locations (Stakeholders included Executive, LoB leaders & Departments)

Call Centre Project Consultant - Corrections Canada – Ottawa

Providing audit and advisory assessment for CCaaS & IT support applications for the NCC- National Contact Centre.

Contact Centre Executive Director - Lavalife

Migrating an Asterisk open-source contact centre ACD platform (200 agents) while assessing Coveo, Twilio (Segment/Flex) and Genesys platforms, implementing a Genesys CX3 Cloud platform. Bill's CX vision and program management, with training services enabled both a platform migration and enhanced KPI transformations. Established a Project Management Office with a comprehensive IT, agent learning modules and telecom project plan (including prerequisites and dependencies) and implementation schedules (with detailed business and technical work breakdown elements).

His leadership provided full service PMO services, including all (Agile & Waterfall) daily execution/stand ups of the project plan and training plans, based on waterfall release schedules across inhouse, vendor and executive staff.

CCaaS Senior Project Manager - TMX - Toronto Stock Exchange

Planned, and prepared a POC 'cloud' based service desk architecture (20 agents) by evaluating Twilio, 8X8, Dialpad CCaaS and Salesforce CRM client management platform, including APIs, with a conversion plan, utilizing JIRA/Confluence tools, for the Toronto, London, and New York offices.

Call Centre Consultant - Softchoice, Oakville

(2002-01 - 2007-12)

Defined and delivered project management, and professional consulting services