IT Product Owner – CCaaS Platform Development & Rollout

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.

We're looking for an IT Product Owner – CCaaS Platform Development & Rollout to join our growing team!

The IT Product Owner will lead the end-to-end development and rollout of the organization's new Contact Center as a Service (CCaaS) platform.

This role acts as the primary bridge between business needs and technical execution, owning the product backlog and vision across multiple parallel delivery streams. The successful candidate will coordinate closely with IT Business Analysts, IT QAs, and Developers to ensure timely, high-quality delivery, while collaborating extensively with IT and business stakeholders across the organization to align the platform rollout with broader operational and strategic goals.

• →Product Vision & Backlog Management:

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  • →Define, prioritize, and maintain the product backlog for the CCaaS platform build and rollout.

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  • →Translate business requirements and stakeholder needs into clear, actionable user stories and acceptance criteria.

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  • →Own the product roadmap, ensuring alignment with organizational priorities and delivery timelines.

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  • →Continuously refine scope based on feedback, testing results, and evolving business needs.

• →Delivery Stream Leadership:

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  • →Oversee multiple parallel delivery streams, ensuring consistent prioritization and sequencing across teams.

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  • →Coordinate the work of IT Business Analysts, IT QAs, and Developers, ensuring clear requirements, robust testing, and quality releases.

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  • →Lead and/or actively participate in agile ceremonies (sprint planning, backlog refinement, reviews, retrospectives) across streams.

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  • →Identify and resolve cross-stream dependencies, bottlenecks, and risks before they impact delivery.

• →Platform Development & Quality Oversight:

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  • →Partner with developers to ensure technical solutions align with business and functional requirements.

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  • →Work closely with IT QAs to define test strategies, validate acceptance criteria, and ensure platform stability and readiness for rollout.

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  • →Support UAT planning and execution, ensuring business stakeholders validate functionality before go-live.

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  • →Monitor platform performance and quality post-rollout, feeding lessons learned back into the backlog.

• →Stakeholder Collaboration & Alignment:

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  • →Serve as the key liaison between IT delivery teams and business stakeholders throughout the CCaaS rollout.

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  • →Maintain regular alignment with IT stakeholders (architecture, infrastructure, security, other platform teams) to ensure integration and compliance requirements are met.

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  • →Partner with business stakeholders (operations, customer service leadership, and other impacted business units) to ensure the platform meets operational needs.

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  • →Communicate progress, risks, and decisions clearly to sponsors, stakeholders, and leadership.

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  • →Manage change and adoption planning in coordination with business teams ahead of rollout phases.

• Prior experience with CCaaS, contact center, or telephony platforms.

• 5+ years of experience as a Product Owner, Business Analyst, or similar role in IT platform delivery.

• Proven experience managing multiple concurrent delivery streams or workstreams

• Strong understanding of agile delivery methodologies (Scrum, Kanban, or SAFe).

• Experience working directly with developers and QA teams through the full software development lifecycle.

• Excellent stakeholder management skills, with ability to communicate effectively across technical and business audiences.

• Strong analytical and problem-solving skills, with attention to detail in requirements and quality validation.
• 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.

• Experience with platform migrations or large-scale system rollouts.

• Agile certification (CSPO, PSPO, SAFe POPM).

• Familiarity with IT infrastructure, integration, and security review processes.

• Ownership & Accountability – Drives outcomes across streams and takes responsibility for delivery success.

• Communication – Translates technical and business language fluently across diverse audiences.

• Organization & Prioritization – Manages competing priorities across parallel streams effectively.

• Collaboration – Builds strong working relationships across IT and business teams.

• Adaptability – Comfortable navigating ambiguity and evolving requirements in a fast-paced rollout.

#LI-Hybrid

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.