Organizational Design Consultant

Accountabilities: Assess existing organizational structures, roles, responsibilities, and resource capacity related to knowledge creation and maintenance across relevant business units. Identify gaps in knowledge management capabilities, ownership, staffing, and operational processes that could limit the effectiveness of AI-enabled customer service solutions. Develop RACI matrices that clearly define accountability throughout the content lifecycle, including creation, review, approval, publication, maintenance, and retirement. Evaluate centralized, federated, and hybrid knowledge management operating models, recommending the most appropriate approach based on business needs, organizational complexity, and resource constraints. Define role profiles, required competencies, and resourcing needs for knowledge management and AI-related activities, including content ownership, taxonomy management, virtual agent optimization, and AI response quality monitoring. Develop transition plans for implementing the target operating model, covering change management, training, communications, implementation considerations, and organizational risks. Align recommendations for operating models, roles, responsibilities, and governance frameworks in collaboration with the Senior Professional Services Consultant. Engage relevant stakeholders to validate organizational design recommendations and support alignment between business objectives, operational requirements, and AI capabilities. Requirements: At least 8 years of experience in technology consulting, including the design of complex technology-enabled solutions. Demonstrated ability to translate 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; familiarity with Genesys Cloud is preferred. Experience defining roles and responsibilities for AI-enabled services, including virtual agent optimization, content quality management, and continuous improvement. Proven experience developing organizational design deliverables, such as RACI matrices, target operating models, role profiles, and transition plans. Experience assessing operating models across multiple business units with shared responsibilities, complex governance arrangements, and distributed ownership structures. Strong stakeholder management and communication skills, including experience collaborating 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 a qualification in organizational development. Bilingual proficiency in English and French. Benefits: Competitive compensation and a comprehensive benefits package, including health insurance. Access to language courses and a relocation program, subject to applicable eligibility and program conditions. Professional development opportunities, including certification programs, mentorship, and talent investment initiatives. Opportunities for internal mobility and participation in internship programs. The chance to collaborate on impactful projects for leading global clients and contribute to technology-driven business transformation. An inclusive, multicultural working environment that encourages open communication, collaboration, and team-building activities. A performance-oriented culture focused on delivering successful client engagements and continuous improvement. Opportunities to contribute to social sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.