Hybrid Manager, IS – CCaaS

at Intact

• Job title: Manager, IS – CCaaS
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Toronto, Canada

About the role

• Manager, IS Google CCaaS leading deployment of Google CCaaS infrastructure and managing contact center technology solutions. Collaborating with teams to enhance customer experience and drive business objectives.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Bilingualism (French and English) required for candidates located in Quebec.

Benefits

• support, opportunities and performance-led financial rewards
• accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
• workplace adjustments (accommodations)