Organizational Design Consultant

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

📋 Description

• Evaluate how AI-driven capabilities can be optimally implemented within the client's Genesys Cloud platform.

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

• Identify applicable technology capabilities and potential deficiencies.

• Formulate recommendations for knowledge management, operational processes, governance, and organizational ownership.

• Review the existing organizational structure, roles, responsibilities, and capacity related to knowledge creation and upkeep.

• Detect 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 tailored to client requirements and resource limitations.

• Establish role profiles, competencies, and staffing 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 assessment.

• Align recommendations for the operating model, roles, and responsibilities with the governance framework in collaboration with the Senior PS Consultant.

⛳️ Requirements

• Over 8 years of experience in technology consulting and crafting complex technology-enabled solutions.

• Proven ability to translate business needs into actionable solution strategies and recommendations for AI-enabled or other complex enterprise solutions.

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

• Genesys Cloud experience is preferred.

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

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

• Expertise in evaluating operating models across multiple business units with shared responsibilities and intricate ownership structures.

• Strong stakeholder management abilities, including experience engaging with director-level and executive stakeholders.

• Must be eligible to obtain and maintain a Government of Canada security clearance.

• Experience in designing operational frameworks for knowledge management, content management, and digital service functions is preferred.

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

• Bilingual proficiency in English and French is preferred.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs.

• Engaging projects for leading global clients.

• An inclusive and supportive workplace.

• Open lines of communication.

• Regular team-building and social events.