Shape a cloud contact centre operating model with Miratech, combining Genesys Cloud, ITIL, and organizational design expertise. This hybrid role requires Toronto office attendance.

As Operating Model Lead, you will evolve an established workplace for a major Canadian bank’s cloud migration. You will map roles, RACI, escalation paths, skills uplift, and dual-run support across 39 business lines and nine releases. The position focuses on operating people, capabilities, and controls alongside the platform.

Key Responsibilities:

- Design run-state organizational structures and role evolution maps
- Map responsibilities, RACI, escalation paths, and capability gaps
- Define service management, vendor, DevOps, and production support models
- Build FTE, resource sequencing, run-cost, and sourcing models




- Design identity, monitoring, disaster recovery, and continuity operating models

Requirements:

- 10+ years in technology operations, service transition, or service delivery
- 5+ years hands-on enterprise cloud contact centre operations
- 2+ years of Genesys Cloud experience
- Experience transitioning platforms into incumbent operations teams
- Advanced Excel modelling and multi-vendor delivery experience

Bring operating model design, contact centre operations, and cloud transition experience to Miratech’s Canadian banking programme.

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📌 Cloud Contact Centre Operating Model Lead (Toronto)
🏢 Miratech Group
📍 Toronto