Organizational Design Consultant

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business.

We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description  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.
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