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Added 24 mins ago
Manager, AI Delivery
QuadReal Property Group
Calgary, AB
Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 24 mins ago
Manager, AI Delivery
QuadReal Property Group
Vancouver, BC
Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 24 mins ago
Staff Software Engineer – AI
Thomson Reuters
Toronto, ON
Full-time
…engineering experience, along with Python experience for AI/ML development and…
Added 24 mins ago
Manager, AI Delivery
QuadReal Property Group
Toronto, ON
Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 1 hour ago
Co-Founder & CEO - AI-Native Accounting Firm
FutureSight
Canada
Full-time
Pre-seed capital committed by FutureSight for early hires and agent development, with potential for follow-on funding
Added 1 hour ago
Co-Founder & CEO - AI-Native Mortgage Processing
FutureSight
Canada
Full-time
Closeline is building the AI-native infrastructure for mortgage origination, purpose-built for brokers and mid-market IMBs. The agent owns the full loan file lifecycle: reading documents,…
Added 1 hour ago
Co-Founder & CEO - AI-Native Accounting Roll-Up
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Canada
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Co-Founder & CEO - AI Automation for Growing Companies
FutureSight
Canada
Full-time
Customer Development: Win engagements with growing companies, move clients from assessment to build to retainer, and build the go-to-market motion
Added 1 hour ago
Technical Co-founder (CTO) - AI for Automotive Retail
FutureSight
Canada
Full-time
…conversation; we're early and staying deliberately quiet in the…
Added 1 hour ago
Guest Service Agent
Northland Properties
Markham, ON
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 2 hours ago
Manager, Technology – Google CCaaS
Intact FC
Toronto, ON · Montreal, QC · St. John's, NL
Full-time
Monitor platform performance, call flows, routing logic, agent workflows, and customer-impacting issues.
Added 2 hours ago
Software Engineer (Product - Backend)
Vasco
Remote, Canada
Full-time · Remote
…CTO, and work closely with our DevOps, Platform, Data, and Agent teams. The mission is to make GTM agents production-ready: reliable, fast, context-aware, and triggered at the right moment.…
Added 4 hours ago
Principal Product Manager, AI Platform
Electronic Arts
Vancouver, BC
…through key control points such as identity, MCP registry, agent registries, a model gateway and…
Added 4 hours ago
Technical Team Leader
Societe Generale
Montreal, QC
Full-time
Working closely with end users, you will prioritize features and align delivery with business needs, while championing innovation such as agent-assisted development.
Added 4 hours ago
AI/ML Systems Engineer
Actalent
Ottawa, ON
$50 to $67 CAD / hour
Contract
Support the development of AI-enabled diagnostic capabilities that improve issue detection, case quality, root-cause analysis, and guided resolution.
Added 4 hours ago
Patent Agent / Patent Engineer
Artika
Montreal, QC
Full-time
À titre d’agent de brevets / ingénieur brevets à l’interne, vous serez la personne-ressource en propriété intellectuelle, avec la latitude de définir notre approche pour repérer, protéger…
Added 4 hours ago
Branch Manager III - Speedvale Branch
Meridian Credit Union
Guelph, ON
$95,000 to $104,000 CAD / year
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…pro-actively promoting Meridian’s profile and expanding our local market share. In addition to the above responsibilities, the incumbent must have a passion for customer service, ensuring…
Added 4 hours ago
Guest Service Agent
Northland Properties
Castlegar, BC
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 5 hours ago
Digital Consulting Associate, Oracle Cloud ERP
Huron
Toronto, ON
Full-time
…hands-on consulting experience and world-class training and development…that translates to career growth. Huron is big enough to offer the opportunity and exposure you need for your career…
Added 6 hours ago
Gestionnaire de Comptes du Territoire /Territory Account Executive
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Full-time
…to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by…
Added 6 hours ago
Senior Applied AI Engineer – GenAI & Actuarial Systems
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Toronto, ON
Full-time
Create lightweight, high-quality design artifacts (e.g., system context, runtime sequence, agent/tool map where applicable, data lineage, decision log) that make build and governance…
Added 6 hours ago
Applied AI Engineer – GenAI Systems
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Toronto, ON
Full-time
We’re hiring two Applied AI Engineers with strong modeling skills, solution development experience, and a product outlook. They will build AI and GenAI capabilities that integrate into real…
Added 6 hours ago
Security Engineer/SRE - AEM/Adobe
Capgemini
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…from log, real-user and synthetic sources rather than from an agent on a serverWeb performance engineering – Core Web Vitals, load and rendering behaviour, and the ability to read a…
Added 7 hours ago
Job ID #32263: Real Estate Specialist
City of Hamilton
Hamilton, ON
Full-time · Temporary
…finds solutions to the unique balance between the City as an agent of public policy development as well as project execution, with the goal of leveraging City-owned assets to achieve the…
Added 7 hours ago
Training Manager - Toronto
Neilson Financial Services
Toronto, ON
Full-time
…international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK…

Intact FC

Manager, Technology – Google CCaaS

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

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

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Applications open in a new tab.

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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