Organizational Design Consultant - AI Knowledge Management

About the role

Miratech, a global IT services and consulting company, is looking for an Organizational Design Consultant in Toronto. The role assesses how AI-powered capabilities can be used in a client's Genesys Cloud environment, evaluates the client's AI roadmap and business requirements, identifies technology capabilities and gaps, and defines recommendations for knowledge management, operating processes, governance and organizational ownership.

Key responsibilities

• Assess the current organizational structure, roles, responsibilities and capacity for knowledge creation and maintenance across the relevant business lines.
• Identify gaps in knowledge management capabilities, ownership, resources and processes affecting AI-enabled customer service solutions.
• Develop a RACI matrix covering content creation, review, approval, publication, maintenance and retirement.
• Evaluate knowledge management operating models (centralized, federated, hybrid) and recommend suitable options.
• Define role profiles, competencies and resourcing for content ownership, taxonomy management, virtual agent optimization and AI response quality monitoring.
• Recommend a transition plan including change management, training, communication and organizational risks.
• Align operating model and roles with the governance framework with the Senior PS Consultant.

Required profile

• 8+ years of experience in technology consulting and designing complex technology-enabled solutions.
• Experience translating business requirements into practical solution approaches for AI-enabled or complex enterprise solutions.
• Experience defining roles and responsibilities for AI-enabled services and developing organizational design deliverables such as RACI matrices, operating models and transition plans.
• Strong stakeholder management, including engagement with director-level and executive stakeholders.
• Eligibility to obtain and maintain a Government of Canada security clearance.

Required skills

• Experience with contact center and CX platforms, Genesys Cloud preferred.
• Nice to have: experience designing operating models for knowledge management, content management and digital service functions; formal change management certification (e.g. Prosci or CCMP); 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.