Senior IT Business Analyst, Google CCaaS Operationalization

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):

94,200 - 115,200

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

12%

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 seeking an experienced IT Business Analyst to design, implement, and coordinate new operational processes for our Google CCaaS (Contact Center as a Service) environment. This role will be pivotal in ensuring seamless production releases, orchestrating collaboration across Google, Lab, Operations & Planning, and IT teams, and driving continuous improvement in service delivery.

What you'll do here

• Process Design and Implementation (20%):

• Develop end-to-end operational processes to support Google CCaaS deployment and ongoing operations.
• Map, document, and optimize workflows across incident, change, release, and problem management.
• Define RACI models, SLAs/OLAs, and governance frameworks for CCaaS operations.
• Release Coordination and Change Management (25%):

• Lead and coordinate production releases, managing timelines, readiness, and stakeholder alignment.
• Facilitate back-and-forth communication between Google, Lab (testing), Ops & Planning, and IT to ensure smooth rollouts.
• Establish and enforce change control processes, including release gates, approval checkpoints, and rollback plans.
• Track release metrics (success rate, defects, recovery time) and drive post-release reviews.
• Stakeholder Engagement and Communication (25%):

• Serve as the central point of contact for CCaaS operational changes and improvements.
• Conduct workshops and working sessions to elicit requirements and align stakeholders.
• Provide clear, bilingual (French/English) communications, including status updates, release notes, and executive briefings.
• Requirements, Documentation, and Compliance (15%):

• Gather business and technical requirements; translate them into actionable user stories, process maps, and SOPs.
• Maintain comprehensive documentation: process maps (BPMN), runbooks, release plans, and knowledge base articles.
• Ensure compliance with security, data privacy, and regulatory standards relevant to contact center operations.
• Continuous Improvement and Quality (5%):

• Analyze operational data to identify bottlenecks and improvement opportunities.
• Recommend enhancements to monitoring, alerting, and performance management for CCaaS.
• Partner with QA and Lab teams to strengthen test strategies, environments, and automation for release readiness.
• Cross-Functional Coordination (10%):

• Align roadmaps and dependencies across Google product teams, internal IT, Operations & Planning, and vendor partners.
• Manage risks, issues, and escalations; drive resolution through structured action plans.
• Support incident and problem management as needed, ensuring rapid recovery and root cause analysis.

What you bring to the table

• 5+ years as an IT Business Analyst or similar role; senior candidates typically 7–10+ years.
• Proven experience with CCaaS (preferably Google CCaaS/Google Cloud Contact Center AI) or contact center technologies.
• Hands-on experience coordinating production releases and change management in complex, multi-stakeholder environments.
• Strong process mapping and modeling skills (e.g., BPMN, Visio, Lucidchart).
• Solid understanding of CCaaS architecture and operational components (routing, IVR/IVA, agent desktop, integrations, reporting).
• Familiarity with ITSM practices and tools (e.g., ITIL, ServiceNow, Jira) and SDLC methodologies (Agile/DevOps).
• Excellent interpersonal, facilitation, and stakeholder management skills; able to influence without authority.
• Clear, concise communication in both French and English (written and verbal).
• Bachelor’s degree in Information Systems, Computer Science, Business, or related field (or equivalent experience).
• Preferred: ITIL Foundation, Agile/Scrum certifications, BPM certifications, Google Cloud certifications (e.g., CCAI-related).
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada.

Nice-to-Have

• Experience integrating CCaaS with CRM, WFM, and analytics platforms.
• Knowledge of telephony, SIP, call routing, and omnichannel contact center operations.
• Exposure to data privacy frameworks and compliance in customer service environments.

#LI-Hybrid

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.