Senior Business Consultant (Genesys Cloud AI)

Location: Toronto, Canada

Company

hirify.global is a global IT services and consulting company supporting digital transformation for enterprise and startup clients across more than 25 countries.

What you will do

• Lead the knowledge management workstream and own the Requirements Matrix through structured discovery with business lines, operations, and contact centre stakeholders.
• Map requirements against Genesys Cloud knowledge management and AI capabilities, including semantic search, knowledge surfacing, agent assistance, summarisation, and virtual agents.
• Gather licensing, token, configuration, integration, migration, and administration inputs and model total cost of ownership at scale.
• Define evaluation criteria and produce the Tool Evaluation Report covering capabilities, costs, risks, gaps, and recommendations.
• Create the Governance Playbook, article templates, writing standards, and content-authoring best practices for a government environment.
• Lead client-facing status, risk, and decision reporting and assess proofs of concept against demonstrated capabilities and operating requirements.

Requirements

• 10+ years of experience in management consulting, business consulting, or enterprise transformation, with substantial knowledge management, content operations, or contact centre experience.
• Experience leading requirements gathering and vendor or tool evaluations through an executive-level written recommendation.
• Hands-on knowledge of enterprise knowledge management platforms, including configuration, content architecture, permissions, publishing workflows, and reporting.
• Understanding of contact centre AI capabilities and the relationship between content quality and AI accuracy.
• Ability to build and defend total cost of ownership models from incomplete inputs, including consumption-based AI licensing.
• Experience in a large, regulated, process-heavy organisation and eligibility to obtain and hold a Government of Canada security clearance.

Nice to have

• Hands-on experience with Genesys Cloud CX and Genesys Cloud AI, including knowledge administration, authoring, optimisation, agent assistance, or bot flows.
• Experience evaluating incumbent platforms where the commercial outcome was constrained.
• Bilingual English/French capability.
• Certification in KCS, KMI, ITIL, Lean Six Sigma, or a similar framework.

Culture & Benefits

• Full-time employment with comprehensive compensation and benefits, including health insurance.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Language courses and a relocation program.
• Multicultural environment with global client projects, open communication, and team-building events.
• Culture focused on performance, sustainability, community empowerment, and inclusive workplace practices.