Senior IT Business Analyst, Google CCaaS Operationalization

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance‑led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing
  , including telemedicine, a Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

94,

Annual bonus target based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

12%

As part of our commitment to Win As A Team
, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long‑term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35‑hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

We are seeking an experienced IT Business Analyst to design, implement, and coordinate new operational processes for our Google CCaaS (Contact Center as a Service) environment. This role will be pivotal in ensuring seamless production releases, orchestrating collaboration across Google, Lab, Operations & Planning, and IT teams, and driving continuous improvement in service delivery.

• Develop end‑to‑end operational processes to support Google CCaaS deployment and ongoing operations.
• Map, document, and optimize workflows across incident, change, release, and problem management.
• Define RACI models, SLAs/OLAs, and governance frameworks for CCaaS operations.

• Lead and coordinate production releases, managing timelines, readiness, and stakeholder alignment.
• Facilitate back‑and‑forth communication between Google, Lab (testing), Ops & Planning, and IT to ensure smooth rollouts.
• Establish and enforce change control processes, including release gates, approval checkpoints, and rollback plans.
• Track release metrics (success rate, defects, recovery time) and drive post‑release reviews.

• Serve as the central point of contact for CCaaS operational changes and improvements.
• Conduct workshops and working sessions to elicit requirements and align stakeholders.
• Provide clear, bilingual (French/English) communications, including status updates, release notes, and executive briefings.

• Gather business and technical requirements; translate them into actionable user stories, process maps, and SOPs.
• Maintain comprehensive documentation: process maps (BPMN), runbooks, release plans, and knowledge base articles.
• Ensure compliance with security, data privacy, and regulatory standards relevant to contact center operations.

• Analyze operational data to identify bottlenecks and improvement opportunities.
• Recommend enhancements to monitoring, alerting, and performance management for CCaaS.
• Partner with QA and Lab teams to strengthen test strategies, environments, and automation for release readiness.