Lead IAM systems engineer designing and supporting identity infrastructure for Allstate Canada, a home and auto insurer. Automating authentication, resolving incidents, and guiding cross - functional engineering initiatives.
About the role
- Senior Business Consultant leading knowledge management discovery, Genesys Cloud capability assessment, and TCO analysis. Delivering governance and tool evaluation reports for Miratech’s enterprise transformation clients.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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