Senior Business Consultant

🕒 Yesterday

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

💼 Consultant

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• Serve as strategic lead for the knowledge management workstream • Own and complete the Requirements Matrix through structured discovery with business lines, operations, and the contact centre • Establish traceable, prioritised knowledge management requirements • Define the discovery approach, sequence workshops and interviews, identify stakeholders, and align the workstream to operational improvement, expanded self-service, and agent enablement • Map requirements against Genesys Cloud AI capabilities, documenting native support, configuration or workaround support, and unsupported requirements • Identify acceptable trade-offs and material gaps that may justify evaluating tools beyond the approved-vendor scope • Gather and model total cost of ownership, including licensing, AI token consumption, configuration, integration, content migration, and administration costs • Model AI capability costs at full agent-population scale and identify usage thresholds requiring a licence change • Define weighted evaluation criteria and author the Tool Evaluation Report covering findings, capability assessment, TCO, risks, and recommendation • Write the Governance Playbook covering knowledge creation, review, approval, publication, versioning, retirement, auditing, roles, review cycles, quality standards, escalation paths, and metrics • Design article templates, writing standards, style guidance, and authoring best practices for a government environment • Participate in proofs of concept, test requirements against demonstrated capabilities, and feed findings into the evaluation • Apply the client's pilot pattern by demonstrating capabilities, assessing process and operating changes, and executing those changes • Act as client-facing workstream lead and provide status, risk, and decision reporting to transformation and programme leadership

🎯 Requirements

• 10+ years in management consulting, business consulting, or enterprise transformation, with a substantial portion focused on knowledge management, content operations, or contact centre operations • Demonstrated experience leading requirements gathering and vendor or tool evaluation efforts end to end, through to a written recommendation used by an executive for a decision • Hands-on working knowledge of enterprise knowledge management platforms and KM administration, including configuration, content architecture, permissions, publishing workflow, and reporting • Experience with more than one platform strongly preferred • Working understanding of contact centre AI capabilities and their dependency on knowledge quality, including knowledge surfacing, semantic search, interaction summarisation, agent assistance, and virtual agents • Ability to explain to a business audience why content structure determines AI accuracy • Familiarity with consumption-based AI licensing and ability to model cost at scale • Proven ability to build a TCO model from incomplete inputs and defend assumptions • Exceptional written output; candidates should expect to provide a redacted writing sample • Experience operating in a large, regulated, process-heavy organisation such as government, financial services, healthcare, or utilities • Eligible to obtain and hold a Government of Canada security clearance • Direct hands-on experience with Genesys Cloud CX and Genesys Cloud AI is nice to have • Experience evaluating an incumbent platform against requirements where the commercial outcome was constrained is nice to have • Bilingual English/French is nice to have • Certification in a recognised KM or service management framework (KCS, KMI, ITIL, Lean Six Sigma) is nice to have

🏖️ Benefits

• Comprehensive compensation and benefits package • Health insurance • Language courses • Relocation program • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Collaboration on impactful projects for top global clients • Inclusive and supportive work environment • Open communication • Regular team-building company social events