Benefit Delivery Modernization (BDM)’s Common Platform Delivery (CPD) workstream is responsible for multi-phase projects to migrate seven of Employment and Social Development Canada'S (ESDC) contact centres to a new Cloud-based contact centre solution (CCS). The current migration plan will see Employment Insurance (EI) contact center capabilities onboarded and transformed, as well as Old Age Security (OAS) and Canada Pension Plan (CPP) onboarded to the new solution. These contact centres are currently on the Hosted Contact Centre Solution (HCCS) platform, which is reaching end-of-life in October 2027 and will not be renewed. Due to the complexity of the migrations, and project management maturity level and skillset, Common Platform Delivery (CPD) requires the expertise of multiple Project Managers, dedicated to the various sub-projects within the workstream: Knowledge Management (KM), Identity Service Access Management (iSAMS), Contact Centre as a Solution (CCaaS), Workload Management (WLM), Workforce Management (WFM), and Skills Repository. | Contrat gouvernemental · CanPursue
Benefit Delivery Modernization (BDM)’s Common Platform Delivery (CPD) workstream is responsible for multi-phase projects to migrate seven of Employment and Social Development Canada'S (ESDC) contact centres to a new Cloud-based contact centre solution (CCS). The current migration plan will see Employment Insurance (EI) contact center capabilities onboarded and transformed, as well as Old Age Security (OAS) and Canada Pension Plan (CPP) onboarded to the new solution. These contact centres are currently on the Hosted Contact Centre Solution (HCCS) platform, which is reaching end-of-life in October 2027 and will not be renewed. Due to the complexity of the migrations, and project management maturity level and skillset, Common Platform Delivery (CPD) requires the expertise of multiple Project Managers, dedicated to the various sub-projects within the workstream: Knowledge Management (KM), Identity Service Access Management (iSAMS), Contact Centre as a Solution (CCaaS), Workload Management (WLM), Workforce Management (WFM), and Skills Repository.