Design knowledge management operating models for AI-enabled customer service, defining ownership, processes, and governance within Genesys Cloud environments.

Miratech is seeking an Organizational Design Consultant to assess business requirements and AI roadmaps for enterprise clients. The consultant will identify capability gaps and recommend practical approaches across knowledge creation, maintenance, content quality, and operating model design. Solid experience with technology consulting, organizational design deliverables, and shared ownership structures is required.

Key Responsibilities:

- Assess knowledge creation and maintenance across business lines
- Identify capability, ownership, resource, and process gaps
- Define content lifecycle responsibilities through RACI matrices
- Develop role profiles,



competencies, and resourcing requirements
- Align operating model recommendations with governance frameworks

Requirements:

- 8+ years in technology consulting
- Experience developing target operating models and transition plans
- Experience defining AI service roles and responsibilities
- Experience assessing complex shared ownership structures
- Strong director-level and executive stakeholder management skills

Use organizational design and knowledge management expertise to clarify AI ownership, content governance, and Genesys Cloud service readiness.

📌 Knowledge Management Operating Model Consultant (Toronto)
🏢 Miratech
📍 Toronto