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Added 3 hours ago
NC
Fitness Coordinator
Niagara College
Welland, ON
- Part-time
Reporting to the Senior Director, Athletics and Student Engagement, and part of the Campus Recreation team, the successful candidate provides consistent, qualified fitness leadership that…
Added 3 hours ago
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Director, Data Platform Engineering
TD
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- Full-time
Act as the senior escalation point for critical engineering, platform, operational, and delivery issues.
Added 3 hours ago
TR
Senior Land Development Manager
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- $140,000 to $150,000 CAD / year
- Full-time
Taylor Ryan Executive Search Partners is supporting a priority search for a Senior Land Development Manager with one of North America's leading residential developers and homebuilders. This…
Added 3 hours ago
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Luxoft
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- Full-time
The role combines senior software engineering, DevOps, SRE, test automation, application security, and legacy modernization. Approximately 70% of the work involves hands-on coding and…
Added 3 hours ago
TI
Artificial Intelligence Engineer
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TekStaff's Client has a current vacancy for a Senior AI Engineer
Added 3 hours ago
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Executive Assistant
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- Full-time
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Toronto, ON
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Added 4 hours ago
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Senior Hardware Design Engineer
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We are seeking a Senior Hardware Design Engineer to join our R&D team in Ottawa. The successful candidate will play a key role in the architecture, design, validation, and release of…
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…application of ionizing radiation. He/she will work together with the Senior Technologist, Interventional Radiology and Student Coordinator regarding supervision and evaluation of student…
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Miratech

Senior Business Consultant

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 9, 2026

Original job description

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

The Senior Business Consultant is the strategic lead for the knowledge management workstream. This person owns the Requirements Matrix, sets the direction of the discovery effort, and is accountable for the decision-grade output the client will use to determine whether Genesys Cloud can carry their knowledge management requirements or whether a gap justifies a broader tool evaluation.

This is a senior, client-facing advisory role. The successful candidate will spend their time with business owners, contact centre operations leaders, and vendor technical teams, and will be the person in the room when the client asks "can the platform actually do this, and what will it cost us to run it?"

Responsibilities:

Own the Requirements Matrix. Drive the matrix to completion through structured discovery with business lines, operations, and the contact centre. Establish a clear, traceable, prioritised set of knowledge management requirements that can survive scrutiny from both the client and the vendor.
Set and guide the overall discovery strategy. Define the discovery approach, sequence the workshops and interviews, identify the right stakeholders across each business line, and keep the workstream aligned to the client's three target outcomes - operational improvement, expanded self-service, and agent enablement.
Map requirements line-by-line against Genesys Cloud AI capability. Take the Phase 1 Requirements Matrix and assess each requirement against the native Genesys Cloud knowledge management and AI feature set - knowledge surfacing, semantic search, agent assistance, summarisation and virtual agents. Document what the platform supports natively, what it supports with configuration or workaround, and what it cannot support. Identify which gaps are acceptable trade-offs and which are material enough to justify looking beyond the approved-vendor scope.
Gather and model total cost of ownership, including AI token consumption. Collect the licensing, token allocation, configuration, integration, content migration, and ongoing administration cost inputs. Model what each AI capability costs to run at full agent population scale against the client's allocated-token fair-usage terms, and flag the usage threshold at which a licence change becomes financially necessary. This is one of the most commercially consequential pieces of analysis in the engagement.
Compile the evaluation criteria and author the Tool Evaluation Report. Define weighted, defensible evaluation criteria with the client. Produce the Tool Evaluation Report as the primary decision artefact - findings, capability assessment, TCO, risks, and a clear recommendation.
Write the Governance Playbook. Document how knowledge will be created, reviewed, approved, published, versioned, retired, and audited. Define roles, review cycles, quality standards, escalation paths, and the metrics by which knowledge health will be measured on an ongoing basis.
Design templates and best practices. Produce the article templates, writing standards, style guidance, and authoring best practices that content owners will use day to day - written for a government environment with plain-language, accessibility, and official-languages obligations in mind.
Observe and assess proofs of concept. Participate in PoC sessions, test requirements against what is demonstrated rather than what is claimed, and feed findings back into the evaluation. Apply the client's established pilot pattern - demonstrate the capability, assess the process and operating changes it requires, then execute those changes - rather than treating feature enablement as the end point.
Act as the client-facing lead for the workstream. Provide regular status, risk, and decision reporting to the client's transformation lead and to Miratech and Bell programme leadership.

Qualifications

10+ years in management consulting, business consulting, or enterprise transformation, with a substantial portion of that time focused on knowledge management, content operations, or contact centre operations.
Demonstrated experience leading a requirements gathering and vendor or tool evaluation effort end to end, through to a written recommendation that an executive used to make a decision.
Hands-on working knowledge of enterprise knowledge management platforms and KM administration - configuration, content architecture, permissions, publishing workflow, and reporting. Experience with more than one platform is strongly preferred.
Working understanding of contact centre AI capability and its dependency on knowledge quality - knowledge surfacing, semantic search, interaction summarisation, agent assistance and virtual agents. The successful candidate must be able to explain to a business audience why content structure determines AI accuracy.
Familiarity with consumption-based AI licensing and the ability to model cost at scale.
Proven ability to build a TCO model from incomplete inputs and defend the assumptions behind it.
Exceptional written output. This role produces the Tool Evaluation Report and the Governance Playbook; writing quality is a primary selection criterion, and candidates should expect to provide a redacted writing sample.
Experience operating in a large, regulated, process-heavy organisation - government, financial services, healthcare, or utilities.
Eligible to obtain and hold a Government of Canada security clearance.

Nice to have:

Direct hands-on experience with Genesys Cloud CX and Genesys Cloud AI - knowledge base administration, knowledge authoring and optimisation tooling, agent assistance, or bot flows. This is the strongest single differentiator between candidates.
Experience evaluating an incumbent platform against requirements where the commercial outcome was constrained - the ability to produce a credible assessment when “choose a different tool” is not initially on the table.
Bilingual English/French.
Certification in a recognised KM or service management framework (KCS, KMI, ITIL, Lean Six Sigma).

Additional Information

We offer:

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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More about this job

Responsibilities

The Senior Business Consultant will lead the knowledge management workstream, owning the requirements matrix and driving the discovery strategy for client transformation. They are responsible for evaluating platform capabilities, modeling total cost of ownership, and producing critical decision-grade reports and governance playbooks.

Requirements

Candidates must have over 10 years of experience in management or business consulting with a focus on knowledge management and contact centre operations. Proven ability to lead end-to-end vendor evaluations and produce high-quality executive-level documentation is essential.

Skills

Knowledge management
Business consulting
Enterprise transformation
Contact centre operations
Requirements gathering
Vendor evaluation
Total cost of ownership modeling
Genesys Cloud
AI capability assessment
Governance playbook development
Stakeholder management
Strategic planning
Technical writing
Process improvement
Data analysis

Benefits

Health insurance
Language courses
Relocation program
Professional development opportunities
Mentorship programs
Talent investment programs
Internal mobility opportunities

Visa sponsorship

Not detected in the job text

Keywords

Knowledge Management
Business Consulting
Enterprise Transformation
Contact Centre Operations
Genesys Cloud
AI
Semantic Search
Virtual Agents
Total Cost of Ownership
Governance Playbook
Requirements Matrix
Proof of Concept
Digital Transformation
KCS
KMI
ITIL
Lean Six Sigma
Content Architecture
Stakeholder Management
Strategic Lead
Technical Documentation
Government of Canada Security Clearance
Plain Language
Accessibility
Official Languages

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