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Senior Business Consultant, Knowledge Management
Lead knowledge management discovery, assess Genesys Cloud capabilities, and model total cost of ownership for enterprise transformation projects. Prepare governance and tool evaluation reports for Miratech clients.
विवरण
- Lead the knowledge management workstream and guide its strategic direction.
- Complete the Requirements Matrix through structured discovery with business teams, operations, and the contact centre.
- Document and prioritise traceable knowledge management requirements.
- Plan discovery, schedule workshops and interviews, identify stakeholders, and align the workstream with operational improvement, self-service, and agent enablement.
- Assess requirements against Genesys Cloud AI, documenting native, configurable, workaround-based, and unsupported capabilities.
- Identify viable trade-offs and significant gaps that could warrant assessing tools outside the approved vendor list.
- Collect and model total cost of ownership, including licences, AI token usage, configuration, integration, content migration, and administration.
- Estimate AI costs for the full agent population and identify usage levels that would require a licence change.
- Set weighted evaluation criteria and produce a Tool Evaluation Report covering findings, capabilities, total cost, risks, and recommendations.
- Develop the Governance Playbook for knowledge creation, review, approval, publication, version control, retirement, audits, roles, review schedules, quality standards, escalation routes, and metrics.
- Create article templates, writing standards, style guidance, and authoring practices suited to a government setting.
- Contribute to proofs of concept, test requirements against demonstrated capabilities, and incorporate findings into the evaluation.
- Follow the client’s pilot approach by demonstrating capabilities, assessing process and operational changes, and implementing those changes.
- Lead client-facing workstream communications and report status, risks, and decisions to transformation and programme leaders.
आवश्यकताएँ
- Bring at least 10 years of management or business consulting, or enterprise transformation experience, with substantial work in knowledge management, content operations, or contact centre operations.
- Have led end-to-end requirements gathering and vendor or tool evaluations, producing written recommendations used by executives to make decisions.
- Have practical knowledge of enterprise knowledge management platforms and administration, including configuration, content architecture, permissions, publishing workflows, and reporting.
- Experience with multiple platforms is strongly preferred.
- Understand contact centre AI capabilities and how they depend on knowledge quality, including knowledge surfacing, semantic search, interaction summaries, agent assistance, and virtual agents.
- Explain to business audiences how content structure affects AI accuracy.
- Understand consumption-based AI licensing and be able to model costs at scale.
- Build total cost of ownership models from incomplete inputs and justify the assumptions.
- Demonstrate excellent writing; candidates should be prepared to provide a redacted writing sample.
- Have worked in a large, regulated, process-intensive organisation, such as government, financial services, healthcare, or utilities.
- 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 an asset.
- Experience assessing an incumbent platform against requirements when commercial outcomes were constrained is an asset.
- English and French bilingualism is an asset.
- Certification in a recognised knowledge management or service management framework, such as KCS, KMI, ITIL, or Lean Six Sigma, is an asset.
लाभ
- Comprehensive compensation and benefits package.
- Health insurance.
- Language courses.
- Relocation programme.
- Professional development opportunities.
- Certification programmes.
- Mentorship and talent investment programmes.
- Internal mobility opportunities.
- Internship opportunities.
- Work on impactful projects for leading global clients.
- Inclusive and supportive work environment.
- Open communication.
- Regular team-building and social events.
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