Senior Change Management (Organizational) Specialist required to ensure smooth adoption of a new CCaaS platform, processes, and ways of working by applying

Our GTA based, Municipal Government client requires the services of a Senior Change Management (Organizational) Specialist to ensure smooth adoption of a new CCaaS platform, processes, and ways of working by applying structured change methodologies, engaging stakeholders, managing impacts, and driving user readiness.

ROLE:

The Specialist will work closely with IT, business leaders, project manager, business analyst and frontline contact centre teams to ensure minimal business disruption and maximum adoption of cloud capabilities.

The Change Management (Organizational) Specialist will be responsible for the successful planning and guiding of people, processes, and teams through the transition of on-premise contact centres to a modernized and feature rich cloud contact centre service by:

a) preparing divisional contact centre workforce,

b) aligning stakeholders, and

c) ensuring adoption across the CXD and corporate contact centres.

The Change Management (Organizational) Specialist will deliver communication, training, and readiness strategies that support a smooth, successful migration and modernization by execution of the Change Management plan, as well as oversee execution of training delivered through solution implementation vendor

MUST HAVE:

• 5+ years’ experience in organizational change management for technology implementations.

• Experience supporting contact centre transformations, SaaS implementations, or cloud migrations (e.g., AWS, Azure, Genesys, Oracle, or similar platforms).

• Certification in a recognized change management methodology (e.g., Prosci Certified Change Practitioner) is strongly preferred

• Knowledge of current change management methodologies, principles, practices, processes, tools and templates.

• Experience in the practical application of change management methods and strategy, including complexity, culture, risk, readiness and other assessments, stakeholder identification, analysis and engagement, change communication planning, and training strategy development.

• Understanding of cloud contact centre architecture and migration processes, including assessment of on‑prem systems for cloud readiness and alignment with cloud platform capabilities.

• Understanding of cloud-based contact centre solutions, integrations, APIs, and multi-channel routing capabilities (e.g., voice, chat, digital).

• Knowledge of security, privacy, and compliance considerations for customer data during cloud contact centre transitions.

• Understanding of how cloud platforms integrate with CRMs. Knowledge of workforce management, analytics tools, and telephony systems.

• Ability to translate technical migration requirements into operational impacts, ensuring readiness across contact centre agents, supervisors, and support teams.