Organisational Design Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate the effective utilization of AI-driven capabilities within the client's Genesys Cloud environment.

• Analyze the client's AI strategy and business needs.

• Identify relevant technological capabilities and potential deficiencies.

• Formulate recommendations regarding knowledge management, operational processes, governance, and organizational accountability.

• Examine existing organizational structures, roles, responsibilities, and capacity for knowledge generation and maintenance.

• Recognize gaps in knowledge management capabilities, ownership, resources, and processes.

• Create a RACI matrix that encompasses content creation, review, approval, publication, maintenance, and retirement.

• Assess centralized, federated, and hybrid models for knowledge management operations.

• Suggest appropriate operating model options based on client requirements and resource limitations.

• Define role profiles, competencies, and resource needs for knowledge management and AI-related tasks.

• Develop strategies for transitioning to the target operating model, including change management, training, communication, and organizational risk mitigation.

• Ensure alignment of operating model, roles, and responsibilities recommendations with the governance framework, collaborating with the Senior PS Consultant.

⛳️ Requirements

• Over 8 years of experience in technology consulting, focusing on the design of intricate technology-enabled solutions.

• Proven ability to convert business requirements into actionable solution strategies and recommendations for AI-enabled or other sophisticated enterprise solutions.

• Familiarity with contact center and customer experience (CX) platforms.

• Experience with Genesys Cloud is preferred.

• Background in defining roles and responsibilities for AI-enabled services, including virtual agent optimization, content quality assurance, and continuous improvement.

• Expertise in developing organizational design deliverables, such as RACI matrices, target operating models, role profiles, and transition plans.

• Experience in evaluating operating models across various business units with shared responsibilities and intricate ownership frameworks.

• Strong stakeholder management capabilities, including engagement with director-level and executive stakeholders.

• Eligibility to acquire and maintain a Government of Canada security clearance.

• Formal change management certification, such as Prosci or CCMP, or a qualification in organizational development is advantageous.

• Bilingual proficiency in English and French is a plus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Language training programs.

• Relocation assistance.

• Opportunities for professional development.

• Certification program access.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship positions available.

• Engaging projects for prestigious global clients.

• A welcoming and supportive workplace culture.

• Open lines of communication.

• Regularly scheduled team-building and social events.