Pierre Bourguignon
About Pierre Bourguignon
Pierre Bourguignon serves as the Director of Contact Center Strategy for the Government of Canada, where he has worked since 2018. He has extensive experience in telecommunications and contact center management, having held various roles in organizations such as Dell, Mitel, and VON Canada.
Current Role at Government of Canada
Pierre Bourguignon serves as the Director of Contact Center Strategy at the Government of Canada since 2018. In this role, he has directed the development of the Contact Centre modernization strategy, achieving approval from various governance levels, including the Government of Canada Enterprise Architecture Review Board. He manages a budget of approximately $18 million and oversees teams responsible for new product development and lifecycle management. His leadership has been instrumental in initiating organizational changes to enhance the team supporting Contact Center Strategy and Product Management.
Previous Experience at Government of Canada
Prior to his current position, Bourguignon held multiple roles at the Government of Canada. He worked as a Manager for Contact Center & Toll Free Operations from 2014 to 2018, and as a Technical Advisor in Telecommunications Services Planning and Design from 2011 to 2014. In these roles, he managed significant projects and contributed to the strategic direction of telecommunications services within the government.
Career Background in Telecommunications
Bourguignon has extensive experience in the telecommunications sector. He worked as a Senior Telecommunication Consultant at Dell from 2006 to 2009 and as a Project Manager for Infrastructure Delivery from 2009 to 2011. His earlier roles include positions at Mitel, SS8 Networks, and VON Canada, where he developed technical expertise in system engineering, remote support, and telecommunications analysis.
Education and Technical Qualifications
Pierre Bourguignon studied at Algonquin College of Applied Arts and Technology, where he achieved a degree in Electronics Engineering Technology. This educational background has provided him with a solid foundation in technical principles and practices relevant to his career in telecommunications and contact center strategy.
Achievements in Contact Center Strategy
In his role as Director of Contact Center Strategy, Bourguignon defined the strategy and approach to update and discover the inventory of Government of Canada Contact Centers. This included assessing their current and future business and technical requirements. He also provided direction for procurement processes to renew key contracts, ensuring a sustainable and flexible approach to maximize returns on investments.