Senior Business Consultant

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

📋 Description

• Act as the strategic lead for the knowledge management workstream.

• Take ownership of the Requirements Matrix through organized discovery with business units, operations, and the contact center.

• Establish traceable and prioritized knowledge management requirements.

• Define the discovery methodology, schedule workshops and interviews, identify stakeholders, and align the workstream with operational enhancements, expanded self-service, and agent empowerment.

• Map requirements against Genesys Cloud AI capabilities, documenting native support, configuration or workaround support, as well as unsupported requirements.

• Identify acceptable trade-offs and significant gaps that may necessitate evaluating tools outside the approved vendor scope.

• Gather and model the total cost of ownership, which includes licensing, AI token usage, configuration, integration, content migration, and administration costs.

• Model AI capability costs at full agent-population scale and identify usage thresholds that would require a license change.

• Define weighted evaluation criteria and create the Tool Evaluation Report, which encompasses findings, capability assessments, TCO, risks, and recommendations.

• Develop the Governance Playbook detailing knowledge creation, review, approval, publication, versioning, retirement, auditing, roles, review cycles, quality standards, escalation paths, and metrics.

• Create article templates, writing standards, style guidance, and authoring best practices tailored for a government setting.

• Participate in proofs of concept, test requirements against demonstrated capabilities, and contribute findings to the evaluation process.

• Implement the client's pilot pattern by showcasing capabilities, assessing process and operational changes, and executing those adjustments.

• Serve as the client-facing workstream lead, providing status updates, risk assessments, and decision reports to transformation and program leadership.

⛳️ Requirements

• Over 10 years of experience in management consulting, business consulting, or enterprise transformation, with a significant emphasis on knowledge management, content operations, or contact center operations.

• Proven experience leading end-to-end requirements gathering and vendor or tool evaluation processes, culminating in a written recommendation utilized by executives for decision-making.

• Practical working knowledge of enterprise knowledge management platforms and KM administration, including configuration, content architecture, permissions, publishing workflows, and reporting.

• Experience with multiple platforms is highly preferred.

• Understanding of contact center AI capabilities and their reliance on knowledge quality, including knowledge surfacing, semantic search, interaction summarization, agent assistance, and virtual agents.

• Ability to articulate to a business audience how content structure influences AI accuracy.

• Familiarity with consumption-based AI licensing and capacity to model costs at scale.

• Proven track record in building a TCO model from incomplete data and defending underlying assumptions.

• Exceptional writing skills; candidates should be prepared to provide a redacted writing sample.

• Experience operating in a large, regulated, process-oriented organization such as government, financial services, healthcare, or utilities.

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

• Direct hands-on experience with Genesys Cloud CX and Genesys Cloud AI is a plus.

• Experience evaluating an incumbent platform against requirements with commercial constraints is a plus.

• Bilingual proficiency in English and French is a plus.

• Certification in a recognized KM or service management framework (KCS, KMI, ITIL, Lean Six Sigma) is a plus.

🏝️ 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 opportunities.

• Collaboration on impactful projects for top global clients.

• An inclusive and supportive work environment.

• Open lines of communication.

• Regular team-building social events within the company.