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Added 52 mins ago
AG
Mill Projects Engineer
Artemis Gold - Blackwater Project
BC
- Other
…identified early and incorporated into the design.• Review engineering deliverables, including process flow diagrams, P&IDs, layouts, equipment specifications, control narratives,…
Added 1 hour ago
WI
IT Automation Architect
WSP in Canada
Moncton, NB
- Full-time
With an unmatched breadth and depth of engineering, advisory and science-based expertise, our global minds unite to power local solutions.
Added 1 hour ago
WI
IT Automation Architect
WSP in Canada
Winnipeg, MB
- Full-time
With an unmatched breadth and depth of engineering, advisory and science-based expertise, our global minds unite to power local solutions.
Added 1 hour ago
WI
IT Automation Architect
WSP in Canada
Toronto, ON
- Full-time
With an unmatched breadth and depth of engineering, advisory and science-based expertise, our global minds unite to power local solutions.
Added 1 hour ago
WI
IT Automation Architect
WSP in Canada
Montreal, QC
- Full-time
With an unmatched breadth and depth of engineering, advisory and science-based expertise, our global minds unite to power local solutions.
Added 1 hour ago
WI
IT Automation Architect
WSP in Canada
Halifax, NS
- Full-time
With an unmatched breadth and depth of engineering, advisory and science-based expertise, our global minds unite to power local solutions.
Added 2 hours ago
A
Test Engineer
Actalent
Quebec, QC
- $40 to $58 CAD / hour
- Contract
Bureau francophone à Québec avec 3 jours sur site requis pour les jours de test.
Added 2 hours ago
DC
Coordinator, Construction Services (Major Capital Infrastructure)
Defence Construction Canada
Comox, BC
- Full-time
…with service line requirements, and integrates activities with site teams and other service…
Added 2 hours ago
MJ
Mechanical Engineer
Manufacturing Job Site
Oxford, NS
- Full-time
…integration. You will collaborate closely with cross-functional engineering, production, and quality teams to enhance machine performance, increase reliability, and solve complex mechanical…
Added 2 hours ago
M
Data Center Technicians - IT INTERNSHIP - Neurodiversity Hiring Program
Microsoft
Toronto, ON
- $43,800 to $50,000 CAD / year
- Full-time
Support deployment of on-site datacenter physical infrastructure
Added 2 hours ago
M
Stagiaire - Technicien de Centre de Données (TI) / Datacenter Technician - Intern (IT)
Microsoft
Quebec, QC
- $43,800 to $50,000 CAD / year
- Full-time
Soutenir le déploiement de l’infrastructure physique du datacenter sur site
Added 2 hours ago
WU
Engineer Team Leader
Workforce Unlimited - Boston
Leader, SK
- Full-time
Passionate about engineering, with a strong focus on problem-solving and equipment reliability
Added 3 hours ago
B
Intern, Materials and Processes (Winter 2027)
Bombardier
Montreal, QC
- Volunteer
…set new standards in passenger comfort, energy efficiency, reliability and safety. We are a global organization focused on working together with a team…
Added 3 hours ago
C
Hardware Field Quality Engineer Intern (Summer 2027)
CapitalG
Longueuil, QC
- $34 to $36 CAD / hour
- Volunteer
…issues, investigate their root cause, and support fixes with engineering, manufacturing, and market operations teams. You will spend time hands-on with failed parts in the lab, and just as…
Added 3 hours ago
ML
Ingénieur de projet
Maple Leaf Foods Inc
Laval, QC
- Full-time
Travailler avec le groupe Asset Reliability (AR) d'entreprise pour faire progresser la maturité de la fiabilité du site en accord avec les stratégies de l'entreprise.
Added 3 hours ago
B
Intern, Talent Acquisition - Engineering & Defense (Winter 2027)
Bombardier
Dorval, QC
- Volunteer
…set new standards in passenger comfort, energy efficiency, reliability and safety. We are a global organization focused on working together with a team…
Added 3 hours ago
II
Operations Lead - Dry Starch
Ingredion Incorporated
Cardinal, ON
- Full-time
…and collaborates closely with Maintenance, Production, and site leadership to achieve operational…
Added 4 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 4 hours ago
GV
Candidat à la profession d'ingénieur systèmes auxiliaires – Hydro Amérique du Nord / Auxiliary Systems EIT Engineer – Hydro North America
GE Vernova
Brossard, QC
- Full-time
…collaboration with cross-functional teams, supply chain, and site personnel to ensure design execution aligns with safety, quality, and contractual…
Added 4 hours ago
Field Applications Engineer
EnerSys Delaware Inc.
Bolton, ON
The Field Applications Engineer supports the reliability, availability, and performance of battery-buffered DC fast charging and energy storage systems deployed in the field. Working…
Added 4 hours ago
NV
Head of Product
North Vector Dynamics Inc.
Calgary, AB
- Full-time
…production. They will build and lead a team spanning systems engineering, requirements and verification, and integration and test, working closely with engineering, manufacturing, and…
Added 4 hours ago
F
Technical Service Representative
Finning
Elkford, BC
- Full-time
…relationships while providing technical expertise to maximize equipment reliability, availability, and performance. You will serve as a trusted advisor, helping customers optimize the…
Added 5 hours ago
S
Technical Analyst
SaskTel
Regina, SK
- Full-time
…testing on related systems and elements to ensure security, reliability, and integrity of computer environments. Identifies security vulnerabilities, analyzes errors in system…
Added 5 hours ago
G
Financial Analyst - Graham Capital
Graham
Calgary, AB
- Full-time
Join a team that builds with commitment, reliability, and integrity. Apply today and help us build what matters.
Added 5 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.

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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