Job Description

We are looking for an Information Scientist to design and improve the information architecture required for effective knowledge retrieval in Genesys Cloud AI. The role focuses on taxonomy design, metadata modelling, content structure, and search optimization to ensure that knowledge content can be accurately found and retrieved by customer service agents, self-service users, and AI-powered solutions.

Responsibilities

- Analyzing the existing knowledge base to identify gaps in content structure, consistency, duplication, metadata, and searchability.
- Conducting a baseline assessment of 100–200 pilot articles to evaluate content quality, accuracy, currency, readability, and tagging practices.
- Analyzing search logs and user behavior to identify search relevance issues, zero-result queries, and gaps between user terminology and existing content.




- Designing a taxonomy and metadata model, including hierarchies, controlled vocabularies, synonyms, tagging rules, and audience-specific content classification.
- Defining content structuring guidelines and search optimization requirements to support accurate keyword, semantic, and AI-powered knowledge retrieval.
- Establishing content quality standards, lifecycle rules, review processes, and ownership guidelines in collaboration with the Senior PS Consultant.
- Supporting proofs of concept (PoCs) by evaluating taxonomy and search capabilities, assessing AI retrieval quality, and documenting recommendations and guidelines for the client's content team.

📌 Information Scientist (Calgary)
🏢 Miratech
📍 Calgary