We are looking for an
Organizational Design Consultant to assess how AI-powered capabilities can be effectively used within the client's Genesys Cloud environment. The role focuses on evaluating the client's AI roadmap and business requirements, identifying relevant technology capabilities and potential gaps, and defining recommendations for knowledge management, operating processes, governance, and organizational ownership required to deliver long-term value from AI.
Responsibilities- Assessing the current organizational structure, roles, responsibilities, and capacity involved in knowledge creation and maintenance across the relevant business lines.
- Identifying gaps in knowledge management capabilities, ownership, resources, and processes that may affect the effective use of AI-enabled customer service solutions.
- Developing a RACI matrix defining responsibilities across the content lifecycle, including content creation, review, approval, publication, maintenance, and retirement.
- Evaluating knowledge management operating models, including centralized, federated and hybrid approaches, as well as recommending suitable options based on the client's needs and resource constraints.
- Defining role profiles, competencies, and resourcing requirements for knowledge management and AI-related activities, including content ownership, taxonomy management, virtual agent optimization, and AI response quality monitoring.
- Developing recommendations for the transition to the target operating model, including change management, training, communication, and organizational risks.
- Aligning recommendations for the operating model, roles and responsibilities with the governance framework in collaboration with the Senior PS Consultant.
Qualifications- 8+ years of experience in technology consulting, designing complex technology-enabled solutions.
- Demonstrated experience translating business requirements into practical solution approaches and recommendations for AI-enabled or other complex enterprise solutions.
- Experience with contact center and customer experience (CX) platforms, Genesys Cloud (preferred)
- Experience defining roles and responsibilities for AI-enabled services, including virtual agent optimization, content quality, and continuous improvement.
- Experience developing organizational design deliverables, including RACI matrices, target operating models, role profiles, and transition plans.
- Experience assessing operating models across multiple business units with shared responsibilities and complex ownership structures.
- Strong stakeholder management skills, including experience engaging with director-level and executive stakeholders.
- Eligibility to obtain and maintain a Government of Canada security clearance.
Nice to Have- Experience designing operating models for knowledge management, content management, and digital service functions.
- Formal change management certification, such as Prosci or CCMP, or an organizational development qualification.
- Bilingual English/French proficiency.
Additional InformationWe offer:- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
