Information Scientist - Genesys Cloud AI Knowledge Retrieval

About the role

Miratech, a global IT services and consulting company, is looking for an Information Scientist in Toronto to design and improve the information architecture behind knowledge retrieval in Genesys Cloud AI. The role covers taxonomy design, metadata modelling, content structure and search optimization so that customer service agents, self-service users and AI-powered solutions can find knowledge accurately.

Key responsibilities

• Analyze the existing knowledge base for gaps in content structure, consistency, duplication, metadata and searchability.
• Run a baseline assessment of 100-200 pilot articles on quality, accuracy, currency, readability and tagging.
• Analyze search logs and user behavior to find relevance issues, zero-result queries and mismatches between user terms and content.
• Design a taxonomy and metadata model, including hierarchies, controlled vocabularies, synonyms, tagging rules and audience-specific classification.
• Define content structuring guidelines and search optimization requirements for keyword, semantic and AI-powered retrieval.
• Set content quality standards, lifecycle rules, review processes and ownership guidelines with the Senior PS Consultant.
• Support proofs of concept by evaluating taxonomy and search capabilities, assessing AI retrieval quality and documenting recommendations for the client's content team.

Required profile

• 5+ years of experience in information science, taxonomy design, metadata modelling, information architecture or enterprise search.
• Demonstrated experience designing taxonomies and metadata models for enterprise or digital content.
• Experience analyzing search behavior, improving findability and structuring content for AI-powered search or virtual agents.
• Eligibility to obtain and maintain a Government of Canada security clearance.
• Nice to have: MLIS/MISt or equivalent, Genesys Cloud experience, SKOS/Dublin Core/ISO 25964 knowledge, government/public sector experience, bilingual English/French.

What we offer

• Health insurance, language courses and a relocation program.
• Certification programs, mentorship, internal mobility and internship opportunities.
• A multicultural, inclusive team with regular social events.