Manager, IS Google CCaaS

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.

We’re looking for a Manager, IS Google CCaaS to join our growing team!

• Lead the deployment of Google CCaaS infrastructure, ensuring alignment with business objectives and customer needs.
• Monitor system performance, troubleshoot issues, and implement improvements to enhance the customer experience.
• Collaborate with IT, operations, and customer service teams to integrate CCaaS seamlessly with existing tools and processes. (Nice, Salesforce, Alvaria)
• Manage vendor relationships and contracts related to Google CCaaS and other contact center tools.
• Support the development of plans for disaster recovery as well support CHAOS testing of the environment.
• Provide leadership in a fast‑paced, customer‑centric environment, with the ability to develop and coach your team to enable them to achieve their goals.
• Inspire and promote collaboration among teams.
• Develop and maintain design project plans, identify deadlines, estimate the necessary resources and ensure the organization and optimal allocation of talent.
• Lead recruitment, mentoring, one‑on‑one meetings, performance reviews and individual career and development planning.
• Develop and maintain documentation and training materials to support the adoption of Google CCaaS solutions across teams.
• Anticipate and manage problems and take the necessary actions to resolve them, act proactively to remove obstacles.
• Participate in the definition of policies, procedures and best practices in terms of design and strategy.
• Promote design principles and best practices for user experience.
• Expertise in Google CCAI and evolving AI technologies Cloud solution delivery experience.
• Meet and follow customers to develop empathy and an understanding of market issues and share customer experience research results with teams and our partners.
• Understand and translate business needs and opportunities into impactful strategies as well as promote the benefits of the experience to internal stakeholders and business partners.

• Experience in managing professionals and leading teams of diverse experts.
• Proven experience managing contact center technology solutions, preferably with Google CCaaS or other cloud‑based platforms.
• Experience in a professional environment to promote work, deliver work, develop and inspire teams, and design world class methods and approaches.
• Well‑versed in design thinking methods and techniques.
• Google CCaaS certification or similar credentials within Google are a plus.
• Strategic thinking and the ability to be influential.
• Proven interpersonal and communication skills (verbal and written).
• Organized and able to work well in a changing environment.

• For candidates located in Quebec, bilingualism (French and English) is required:
  Need to interact on a regular basis with colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada.

#LI-Hybrid

Il s'agit d'un nouveau rôle au sein de notre équipe en plein croissance | This role is a new member of our growing team.

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity‑deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2

SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First…