Organizational Design Consultant
Core
Assess AI roadmap and business requirements within Genesys Cloud to define knowledge management, operating processes, governance, and organizational ownership for long-term AI value.
Role type
Senior Organizational Design Consultant (AI & Knowledge Management)
Builds
Target operating models, RACI matrices, role profiles, and transition plans for AI-enabled customer service solutions.
Domain
Technology consulting, Artificial Intelligence, Customer Experience (CX), Knowledge Management
Required skills
Organizational design, AI roadmap evaluation, RACI matrix development, Operating model design, Stakeholder management, Change management planning, Role profiling, Gap analysis
Preferred skills
Genesys Cloud expertise, Virtual agent optimization, Taxonomy management, Bilingual English/French proficiency, Change management certification (Prosci/CCMP)
Technologies
Genesys Cloud, AI platforms
Responsibilities
Assess current organizational structure and capacity for knowledge creation; Identify gaps in knowledge management capabilities; Develop RACI matrices for content lifecycle; Evaluate and recommend knowledge management operating models; Define role profiles and resourcing requirements for AI activities; Develop transition recommendations including change management and training; Align operating model recommendations with governance frameworks.
Seniority
Senior, hands-on IC