Project Manager, Contact Centre

Capco – The Future. Now.

Capco is a distinctly and positively different place to work. Much more than consultants, we are active participants in the global financial services industry. Our passionate business and technology professionals enjoy a unique environment where they are actively encouraged to apply intellect, innovation, experience and teamwork. We ware dedicated to fully supporting our world class clients as they respond to challenges and opportunities in: Banking & Payments, Capital Markets, Insurance, Wealth & Asset Management and Energy. Experience Capco for yourself at capco.com.

Let’s Talk About You

You want to Own Your Career. You’re serious about rising as far and as fast as your work and achievements can take you. And you’re ready to write the next chapter of your career story: a challenging and rewarding role.

Let’s Get Down to Business

Capco is looking for talented, innovative and creative people to join our incredible and growing Team focused on our financial services clients. We are looking for experienced talent exceptional domain expertise who can work directly with our clients on mission-critical projects.

Project Manager – Real Time Agent Assist
Location: Toronto (4 days onsite) | Practice Area: Technology & Engineering | Type: Permanent

Lead the delivery of AI-powered agent assistance from design to deployment.

The Role
We’re looking for a highly organised and delivery-focused Project Manager to support the development and implementation of a Real Time Agent Assist capability. You’ll collaborate with a third-party vendor during the design and build stages, managing financials, risks, timelines, and stakeholder expectations throughout the project lifecycle.

What You’ll Do

• Own the end-to-end delivery of Real Time Agent Assist, from initial design through to implementation.

• Develop and maintain a detailed project plan and RAID log to manage risks, actions, issues, and dependencies.

• Oversee financial management, including forecasting and tracking of actuals against budgets.

• Engage and influence a wide range of stakeholders, including senior leadership.

• Manage vendor relationships, ensuring accountability and performance throughout the engagement.

What We’re Looking For

• Demonstrated experience managing technology implementation projects in complex environments.

• Strong organisational skills with the ability to own and manage RAID logs and project financials.

• Confident communicator capable of engaging with senior stakeholders across multiple functions.

• Proven track record in vendor selection, onboarding, and ongoing performance oversight.

• Experience leading projects in enterprise-scale environments with strong governance processes.

Bonus Points For

• Familiarity with contact centre operations or service optimisation.

• Exposure to artificial intelligence or machine learning implementation.

• Experience with Real Time Agent Assist or similar technologies.

• Background in financial services or consulting environments.

• Formal project management qualifications (e.g., PMP, PRINCE2, Agile certification).

Professional experience is important. But it’s paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.

Now Take the Next Step

We have:

• Comprehensive Benefits Coverage – 100% company-paid health, life, and disability insurance effective from Day 1 of employment
• Retirement Savings Program – Registered Retirement Savings Plan (RRSP) with the option of receiving a matching employer contribution
• Virtual Health Care – Company-paid program available to all employees and their dependents/partners
• Employee & Family Assistance Program (EFAP) – Company-paid support services for employees and their dependents/partners
• Parental Leave Top-Up – Enhanced parental leave benefits available from Day 1 of employment
• New Parent Gift – A company-sponsored gift to celebrate the arrival of a new child
• Wellness Support – Fitness reimbursement benefit to promote health and well-being
• Business Coach from Day 1: Personalized one-on-one coaching to support career growth, accelerate development, and help achieve your professional goals at Capco.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

For more information about Capco, visit www.Capco.com.

We have been informed of several recruitment scams targeting the public. We strongly advise you to verify identities before engaging in recruitment related communication. All official Capco communication will be conducted via a Capco recruiter.