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 are seeking a hands-on Cloud Platform Architect with deep expertise in Google Cloud's Contact Center AI (CCAI) suite to lead the technical design, integration, and deployment of modern, intelligent contact center systems. You will work at the intersection of cloud technologies, conversational AI, and customer experience, driving architecture and innovation for scalable, secure, and intelligent CCaaS solutions.
What you'll do here:

• Implement, configure, and optimize Dialogflow CX agents, Agent Assist, CCAI Insights, and other conversational intelligence tools.
• Design and integrate third-party systems (CRM, ERP, WFM, Ticketing) via REST APIs, Pub/Sub, and event-driven architectures.
• Set up IVR flows, omnichannel routing, and real-time analytics dashboards.
• Develop and maintain CI/CD pipelines for automated deployment and testing.
• Troubleshoot complex production issues and drive performance optimization.
• Collaborate with Google Cloud engineers and technology partners to stay up to date with product advancements.
• Maintain comprehensive technical documentation--architecture diagrams, runbooks, and integration guides.
• Conduct workshops, product demos, and technical training sessions for internal and external stakeholders.
• Define and maintain governance and compliance standards and policies.
• Execute architecture processes.
• Create, update and maintain architecture models, roadmaps and strategies.
• Lead risk and cost analysis including build vs. buy strategies and recommendations.
• Lead analysis of the current IT environment to detect critical deficiencies and recommend solutions for improvement.
• Contribute to the definition and evolution of global IT architecture based on long-term business strategy considering the diversity of Intact activities, the need for compliance to information Security requirements, the long-term business plan scenarios, the obsolescence of mission-critical applications and the evolution of IT solutions offerings from various sources.
• Understand, advocate and promote the architecture vision and value proposition within the IT and business community.
• Lead and facilitate research and assessment of new approaches and technologies for potential use within the organization.
• Lead and facilitate the creation and evolution of architecture principles to support decision-making.
• Consults with project teams to align projects to enterprise architecture to accommodate project needs.
• Consult with infrastructure teams to fit infrastructure to architecture, as well as to identify when it is necessary to modify the technical architecture to accommodate infrastructure needs.

What you bring to the table:

• ?Bachelor's degree in computer science, computer engineering or equivalent combination of training and experience.
• 5+ years of experience working with cloud-based contact center technologies, particularly Google CCAI, 10+ years in information technology
• Deep hands-on expertise in:

• Dialogflow CX
• Agent Assist
• Conversational Insights
• Google Cloud Functions
• Pub/Sub, BigQuery
• Vertex AI and conversational AI models

• Strong backend programming skills in Python, Node.js, or Java.
• Familiarity with telephony systems, SIP protocols, SBCs, and routing logic.
• Proficient with DevOps tools: Terraform, Kubernetes, GitOps workflows.
• [Preferred] Active Google Cloud Certifications:

• Professional Cloud Architect
• Cloud AI Engineer
• Professional DevOps Engineer

• A team player and a technical mentor - willing to learn and collaborate with many groups of strong professionals
• Understands or willing to learn about our different lines of business (policy, billing, claims, sales, self-serve, telematics, etc.)
• Open and transparent - able to communicate with the business, telecom, infrastructure, security, audit and software engineering
• Driven by challenges and results
• Organized, proactive and a catalyst for change
• Knowledge on security best practices and understand the impacts it can have on a business
• A proactive and strategic mindset with a strong sense of ownership
• Ability to work across business and technical teams with strong communication skills
• Passion for building innovative solutions that improve the customer experience
• Comfortable speaking with all levels of the organization and different audiences
• 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.

#LI-Hybrid
What we offer
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:
A financial rewards program that recognizes your success
An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
An extensive flex pension and benefits package, with access to virtual healthcare
Flexible work arrangements
Possibility to purchase up to 5 extra days off per year
An annual wellness account that promotes an active and healthy lifestyle
Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
Inspiring leaders and colleagues who will lift you up and help you grow
A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.
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.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

Skills Required