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Added 1 hour ago
CT
project manager - non-technical
Cowichan Tribes
Duncan, BC
- Full-time
Added 1 hour ago
R
Manager, Technical Support – Projects & Services (Global)
Ralliant
Mississauga, ON
- Full-time
…acting as the primary interface between End User, Field Service, Engineering, and…
Added 5 hours ago
C
Sr. Infrastructure Engineer - Patching
CIBC
Toronto, ON
- Full-time
As a member of the Patching Engineering team, you will design, build, secure, and continuously improve the enterprise patch automation ecosystem used to remediate vulnerabilities and…
Added 7 hours ago
G
Senior Project Coordinator - Infrastructure
Graham
Vancouver, BC
- Full-time
Join a team that builds with commitment, reliability, and integrity. Apply today and help us build what matters.
Added 7 hours ago
SB
Manager, Pipe Integrity
South Bow
Calgary, AB · Manulife Place
- Full-time
South Bow is seeking an experienced and diligent Manager, Pipe Integrity to lead the team responsible for the safety, reliability and compliance of our pipeline assets. Reporting to the…
Added 7 hours ago
SM
Software Developer – Full Stack – Senior - RQ00798
S M Software Solutions Inc
Toronto, ON
- Internship
Degree in Computer Science, Engineering, or a related discipline with experience delivering large-scale enterprise IT solutions.
Added 7 hours ago
SM
Software Developer – Full Stack – Senior - RQ00798
S M Software Solutions Inc
Toronto, ON
- Internship
Degree in Computer Science, Engineering, or a related discipline with experience delivering large-scale enterprise IT solutions.
Added 7 hours ago
SM
Software Developer – Full Stack – Senior - RQ00799
S M Software Solutions Inc
Toronto, ON
- Internship
Degree in Computer Science, Engineering, or a related discipline with experience delivering large-scale enterprise IT solutions.
Added 7 hours ago
SM
Software Developer – Full Stack – Senior - RQ00799
S M Software Solutions Inc
Toronto, ON
- Internship
Degree in Computer Science, Engineering, or a related discipline with experience delivering large-scale enterprise IT solutions.
Added 7 hours ago
SM
Software Developer – Full Stack – Senior - RQ00798
S M Software Solutions Inc
Toronto, ON
- Internship
Degree in Computer Science, Engineering, or a related discipline with experience delivering large-scale enterprise IT solutions.
Added 7 hours ago
SM
Software Developer – Full Stack – Senior - RQ00799
S M Software Solutions Inc
Toronto, ON
- Internship
Degree in Computer Science, Engineering, or a related discipline with experience delivering large-scale enterprise IT solutions.
Added 8 hours ago
P&
Maintenance Manager
Parrish & Heimbecker Milling Group
Cambridge, ON
- Full-time
Role Description The Maintenance Manager is a full-time, on-site role based in Cambridge, ON, responsible for overseeing all maintenance activities within the milling facility. This role…
Added 8 hours ago
VG
Airport Technician 3 (Heavy Duty Mechanic)
Vantage Group
Kamloops, BC
- $45.3 CAD / hour
- Full-time
Kamloops Airport has openings for Airport Technician 3 (APT3). Reporting to the Manager of Facilities and Emergency Services, the successful candidates will join the airport maintenance and…
Added 12 hours ago
WU
Engineer Team Leader
Workforce Unlimited - Boston
Leader, SK
- Full-time
Reporting to the Maintenance Manager, you will use your engineering knowledge and skills as a team in the upkeep and improvement of this factory, its amenities, and its production equipment.
Added 14 hours ago
SB
Manager, Pipe Integrity
South Bow
Calgary, AB
- Full-time
South Bow is seeking an experienced and diligent Manager, Pipe Integrity to lead the team responsible for the safety, reliability and compliance of our pipeline assets. Reporting to the…
Added 15 hours ago
G
Electrical Project Coordinator - Industrial
Graham
Regina, SK
- Full-time
Join a team that builds with commitment, reliability, and integrity. Apply today and help us build what matters.
Added 15 hours ago
Senior Maintenance Manager
VCNA
Bowmanville, ON
The Senior Maintenance Manager is responsible for providing leadership, strategic direction, and functional oversight for all maintenance functions including oversight of mechanical…
Added 15 hours ago
Account Manager
Amrize
AB · Calgary, AB
Works proactively with customers to resolve site-related issues, pricing concerns, and account challenges to maintain service reliability and satisfaction.
Added 17 hours ago
CN
Senior Project Coordinator
Canadian Nuclear Laboratories
Port Hope, ON
- Full-time
Reliability Status with Site Access Security Clearance (SASC), which has a minimum requirement of 3-5 years of verifiable history in Canada, Australia, New Zealand, the United States and/or…
Added 17 hours ago
AC
Manager, Maintenance
Aurora Cannabis Inc.
Mount Currie 6, BC
- Full-time
The Manager, Maintenance is responsible for managing the facility infrastructure, utilities, equipment, and maintenance program at the Alpine facility in Pemberton, BC. This role is…
Added 17 hours ago
GL
Data Operations Engineer
goeasy Ltd.
Mississauga, ON
- Full-time
…enterprise data platform. This role focuses on ensuring the reliability, performance, and operational health of production data services across Azure Databricks, Azure Data Factory (ADF),…
Added 17 hours ago
H
Civil Superintendent
Hays
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…coordinate labour, equipment, materials, subcontractors, and site access requirements; Ensure construction activities are completed according to drawings, specifications, approved…
Added 18 hours ago
Operations Engineering Trainee
Bunge
MB · Nipawin, SK
Bunge has an outstanding opportunity for individuals to join the Bunge Operations team as an Engineering Operations Trainee and participate in a comprehensive training program crafted to…
Added 18 hours ago
DM
Plumber
Duncalfe Mechanical
Winnipeg, MB
- Full-time
…attention to safety and quality. Duncalfe Mechanical values reliability, professionalism, and long-term client relationships. Applicants can expect to join a skilled team focused on…
Added 19 hours ago
FM
Mobile Maintenance Superintendent
Foran Mining Corporation
SK
- $155,000 to $170,000 CAD / year
- Full-time
The Mobile Maintenance Superintendent reports directly to the Maintenance Manager and is responsible for coordinating execution of planned maintenance projects and major repairs to minimize…

Intact FC

Manager, Technology – Google CCaaS

Toronto, ON, Canada
Montreal, QC, Canada
St. John's, NL, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 1, 2026

Original job description

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, 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):

128,300 - 156,800

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

15%

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.

About the role

We are looking for an experienced Manager of Operations to lead the day-to-day performance, scalability, and continuous improvement of our Google Cloud Contact Center as a Service (CCaaS) environment.

In this role, you will oversee contact center operations, workforce performance, service quality, operational reporting, and cross-functional initiatives involving Google Cloud, customer experience, technology, and business teams. You will ensure that our contact center delivers efficient, reliable, and exceptional service across voice and digital channels.

The ideal candidate combines strong operational leadership with a practical understanding of Google Cloud contact center technologies, customer service platforms, analytics, automation, and performance management.

What you'll do here:

Lead daily operations for our Google CCaaS environment across voice, chat, email, and other customer channels.
Collaborate with your counterparts in management on the implementation of strategies, the establishment of objectives and performance indicators, the definition of roadmaps and the planning of projects.
Manage service levels, abandonment rates, customer satisfaction, first-contact resolution, average handle time, and other operational KPIs.
Develop and maintain operating procedures, escalation processes, quality standards, and performance dashboards.
Monitor platform performance, call flows, routing logic, agent workflows, and customer-impacting issues.
Oversee the training plan.
Collaborate with IT, engineering, product, security, and Google Cloud partners to resolve incidents and improve platform reliability.
Build a network across the organization to facilitate the achievement of the mobile roadmap, coordinate deliverables and prioritize features.
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.
Support the implementation and optimization of Google Cloud contact center capabilities, including routing, reporting, integrations, and conversational experiences.
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.
Meet and follow customers to develop empathy and an understanding of market issues and share customer experience research results with teams and our partners.
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.
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.

What you bring to the table:

5+ years of experience in contact center, customer operations, service delivery, or technology operations.
2+ years of experience managing teams or operational programs.
Experience operating or supporting a cloud-based contact center environment.
Familiarity with Google Cloud contact center technologies, including Google CCAI, Contact Center as a Service, Dialogflow, Cloud Functions, BigQuery, Looker, or related tools.
Strong understanding of contact center metrics, workforce management, quality assurance, and customer experience principles.
Demonstrated ability to manage incidents, escalations, operational risk, and cross-functional initiatives.
Excellent analytical, problem-solving, communication, and organizational skills.
Experience creating SOPs, dashboards, governance processes, and executive-level reporting.
Ability to translate business requirements into operational and technical solutions.
Experience in managing professionals.
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.
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.
Can lead teams of diverse experts.
No Canadian work experience required however must be eligible to work in Canada.
For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.

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

We are an equal opportunity employer

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 2SLGBTQI+ 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 Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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More about this job

Responsibilities

The manager will lead daily operations for the Google CCaaS environment, ensuring performance, scalability, and continuous improvement across all customer channels. They will also collaborate with cross-functional teams to define roadmaps, manage KPIs, and mentor staff to achieve service excellence.

Requirements

Candidates must have at least 5 years of experience in contact center or technology operations, including 2 years in a management role. Proficiency with Google Cloud contact center technologies and strong analytical, communication, and leadership skills are required.

Skills

Google Cloud
CCaaS
Contact center operations
Workforce management
Dialogflow
BigQuery
Looker
Operational leadership
Performance management
Incident management
Design thinking
Strategic planning
Team leadership
Quality assurance
Cross-functional collaboration

Benefits

Flexible work arrangements
Hybrid work model
Purchase up to 5 extra days off
Telemedicine
Wellness account
Share plan
Employee Share Purchase Plan
Annual bonus plan
Defined benefit pension plan

Visa sponsorship

Not detected in the job text

Keywords

Google Cloud
CCaaS
Contact Center
Dialogflow
BigQuery
Looker
Workforce Management
Quality Assurance
SOP
Governance
Design Thinking
Operational Risk
Cloud Computing
Customer Experience
KPIs
Automation
Routing Logic
Mentoring
Strategic Planning
Performance Reviews

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