Organizational Design Consultant

Miratech Group; Toronto; On-site; CAD 100,000 - 140,000; Full time

Benefits offered by this job

Culture of Relentless Performance

Competitive Pay and Benefits

Growth Mindset

Global Impact

Welcoming Multicultural Environment

Social Sustainability Values

Job summary

Miratech seeks an Organizational Design Consultant to assess how AI-powered capabilities can be effectively used in the client's Genesys Cloud environment. You will evaluate the AI roadmap, identify gaps, and define recommendations for knowledge management, operating processes, governance, and ownership to deliver long-term value from AI.

Responsibilities include assessing organizational structure, developing RACI matrices, evaluating operating models, and aligning with governance frameworks.

Qualifications

• 8+ years of experience in technology consulting designing complex technology-enabled solutions.
• Experience translating business requirements into practical AI/enterprise solutions.
• Experience with contact center and CX platforms, Genesys Cloud preferred.
• Experience defining roles and responsibilities for AI-enabled services, including content ownership and quality.
• Experience developing organizational design deliverables (RACI matrices, TOMs, role profiles).
• Experience assessing operating models across multiple units with complex ownership.

Responsibilities

• Assess current organizational structure, roles, responsibilities and capacity for knowledge creation and maintenance.
• Identify gaps in knowledge management capabilities, ownership, resources and processes for AI-enabled solutions.
• Develop a RACI matrix covering content lifecycle activities (creation, review, approval, publication, maintenance, retirement).
• Evaluate operating models (centralized, federated, hybrid) and recommend options.
• Define role profiles, competencies, and resourcing for knowledge management and AI-related activities.
• Develop recommendations for transition to target operating model including change management and training.
• Align operating model recommendations with governance framework with Senior PS Consultant.

Skills

Tech consulting

Requirements translation

Genesys Cloud

Roles & responsibilities

Org design deliverables

Stakeholder mgmt

Security clearance

Job description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for an Organizational Design Consultant to assess how AI-powered capabilities can be effectively used within the client's Genesys Cloud environment. The role focuses on evaluating the client's AI roadmap and business requirements, identifying relevant technology capabilities and potential gaps, and defining recommendations for knowledge management, operating processes, governance, and organizational ownership required to deliver long-term value from AI.

Responsibilities

• Assessing the current organizational structure, roles, responsibilities, and capacity involved in knowledge creation and maintenance across the relevant business lines.
• Identifying gaps in knowledge management capabilities, ownership, resources, and processes that may affect the effective use of AI-enabled customer service solutions.
• Developing a RACI matrix defining responsibilities across the content lifecycle, including content creation, review, approval, publication, maintenance, and retirement.
• Evaluating knowledge management operating models, including centralized, federated and hybrid approaches, as well as recommending suitable options based on the client's needs and resource constraints.
• Defining role profiles, competencies, and resourcing requirements for knowledge management and AI-related activities, including content ownership, taxonomy management, virtual agent optimization, and AI response quality monitoring.
• Developing recommendations for the transition to the target operating model, including change management, training, communication, and organizational risks.
• Aligning recommendations for the operating model, roles and responsibilities with the governance framework in collaboration with the Senior PS Consultant.

Qualifications

• 8+ years of experience in technology consulting, designing complex technology-enabled solutions.
• Demonstrated experience translating business requirements into practical solution approaches and recommendations for AI-enabled or other complex enterprise solutions.
• Experience with contact center and customer experience (CX) platforms, Genesys Cloud (preferred)
• Experience defining roles and responsibilities for AI-enabled services, including virtual agent optimization, content quality, and continuous improvement.
• Experience developing organizational design deliverables, including RACI matrices, target operating models, role profiles, and transition plans.
• Experience assessing operating models across multiple business units with shared responsibilities and complex ownership structures.
• Strong stakeholder management skills, including experience engaging with director-level and executive stakeholders.
• Eligibility to obtain and maintain a Government of Canada security clearance.

Nice to Have

• Experience designing operating models for knowledge management, content management, and digital service functions.
• Formal change management certification, such as Prosci or CCMP, or an organizational development qualification.
• Bilingual English/French proficiency.

Additional Information

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join oursustainable business practicesfocused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.