Senior IT Business Analyst, Google CCaaS Operationalization

Intact FC • Mississauga, ON

1d • CA$94,200 - CA$115,200 • Hybrid

About The Position

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.

Requirements

• 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).
• 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 Haves

• ITIL Foundation, Agile/Scrum certifications, BPM certifications, Google Cloud certifications (e.g., CCAI-related).
• 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.

Responsibilities

• Process Design and Implementation: 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: 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: 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: 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: 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: 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.

Benefits

• 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)
• 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%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Pension offerings provide flexibility and long-term security for our employees beyond their careers.
• Opportunity to receive guaranteed income for life via our defined benefit pension plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior