Manager, IS Google CCaaS

Intact Financial Corporation; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading financial services provider located in Toronto, Ontario, is seeking a Manager, IS Google CCaaS. This role involves leading the deployment of Google CCaaS, managing vendor relationships, and enhancing customer experience. The ideal candidate will have proven leadership skills, experience in contact center technology, and be well-versed in design thinking. This position offers opportunities for professional growth within a collaborative and innovative environment.

Benefits

Performance‑led financial rewards

Opportunities for career growth

Qualifications

• Experience in managing professionals and leading diverse teams.
• Proven track record with contact center technology solutions.
• Well-versed in design thinking methods and techniques.

Responsibilities

• Lead the deployment of Google CCaaS infrastructure.
• Monitor system performance and implement enhancements.
• Manage vendor relationships related to Google CCaaS.

Skills

Leadership

Strategic thinking

Interpersonal skills

Communication skills

Design thinking methods

Education

Google CCaaS certification or similar

Tools

Google CCaaS

Salesforce

Alvaria

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.

About the role

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

What you’ll do here:

• 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.

What you bring to the table:

• 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.

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.