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 looking for a highly motivated and experienced Google Cloud Contact as a Service (CCaaS) Operations professional to join our dynamic team. In this role, you will be responsible for managing and optimizing our contact center infrastructure on Google Cloud Platform (GCP). You will work closely with development, security, and IT operations teams to ensure the seamless deployment, monitoring, and maintenance of our cloud-based contact center applications and services.

What you'll do here:

Infrastructure Management:

Deploy, configure, and manage CCaaS resources on GCP, including virtual machines, storage, databases, and networking components.

Automation and Scripting:

Develop and maintain automation scripts using tools like Terraform, Ansible, and Google Cloud Deployment Manager to streamline and automate repetitive tasks related to CCaaS.

Monitoring and Performance Optimization:

Integrate Google Cloud CCaaS into existing monitoring platform systems and leverage appropriate tools to ensure the health and performance of the contact center infrastructure. Optimize resources for cost and performance.

Incident Management:

Respond to incidents, troubleshoot issues, and perform root cause analysis to prevent future occurrences. Implement and maintain disaster recovery and backup solutions for CCaaS.

Security and Compliance:

Ensure CCaaS infrastructure complies with security best practices and regulatory requirements. Implement and manage identity and access management (IAM) policies, firewalls, and encryption.

Collaboration:

Work closely with development, IT teams, and security to design and implement scalable and reliable cloud-based contact center solutions. Provide guidance and support for CCaaS deployments and best practices.

Documentation:

Maintain comprehensive documentation of CCaaS infrastructure, processes, and procedures. Provide training and knowledge sharing to team members and stakeholders.

What you bring to the table:

Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience may be considered. Minimum of 3 years of experience in cloud operations, with a focus on Google Cloud Platform (GCP) and CCaaS. Proficiency with GCP services such as Compute Engine, Cloud Storage, BigQuery, Cloud SQL, Kubernetes Engine, VPC (Load balancing, NAT, Firewall), Cloud Run, API Management, Cloud CLI, and Cloud Identity. Experience in troubleshooting cloud networking, debugging traffic issues, and understanding how traffic flows in the cloud environment. Strong experience with infrastructure-as-code (IaC) tools like Terraform, Ansible, and Google Cloud Deployment Manager. Familiarity with CI/CD pipelines and tools like Jenkins, GitLab CI, and Cloud Build. Familiarity with other Call Centre technologies like Avaya. Knowledge of containerization and orchestration technologies, including Docker and Kubernetes. Experience with monitoring and logging tools such as Cloud Logging, Cloud Monitoring, Prometheus, Grafana, and the ELK stack. Google Cloud Associate (Asset) Experience with multi-cloud environments (e.g., GCP, AWS, Azure). Knowledge of DevSecOps practices and tools. Familiarity with agile methodologies and project management tools like Jira and Confluence. 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

On-Call Support:

Willingness and ability to participate in a rotating on-call schedule to provide 24/7 support for CCaaS infrastructure. Strong incident management skills, including the ability to quickly assess and resolve critical issues, communicate effectively with stakeholders, and document incident responses and resolutions.

Soft Skills:

Excellent problem-solving and troubleshooting abilities. Strong communication and collaboration skills. Ability to work independently and as part of a team in a fast-paced, dynamic environment. Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions. Excellent organizational and time management skills with the ability to prioritize effectively in a fast-paced environment. A strong focus on understanding and meeting the needs of customers and end-users. Detail-oriented with strong organizational skills.

#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.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.