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 setting. 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.

📌 Organizational Design Consultant (Toronto)
🏢 Miratech
📍 Toronto