Organizational Design Consultant

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Organizational Design Consultant based in Canada. We are seeking an experienced Organizational Design Consultant to help define how AI-powered capabilities can be effectively integrated into a client’s Genesys Cloud environment. This role focuses on evaluating AI roadmaps, business requirements, and existing organizational structures to identify gaps in knowledge management, governance, and operational ownership. You will develop practical recommendations for target operating models, role definitions, accountability frameworks, and sustainable AI-enabled customer service operations. Working closely with senior consultants and key stakeholders, you will translate complex business needs into actionable organizational design solutions. The position offers the opportunity to influence enterprise transformation initiatives and help organizations maximize the long-term value of AI technologies. The ideal candidate combines technology consulting expertise, organizational design experience, and strong stakeholder management skills. 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.