Change Management Specialist-Organizational

As a Change Management Specialist, you will ensure the smooth adoption of a new Cloud Contact Centre as a Service (CCaaS) platform. You will be responsible for preparing the workforce, aligning stakeholders, and driving user readiness across multiple contact centres. By applying structured change methodologies, you will bridge the gap between technical IT teams and frontline operations to ensure minimal business disruption and maximum adoption of modernized cloud capabilities.

Pay Rate: $67.68- $74.36/Hr

Advantages
- Drive a large-scale digital transformation in a modernized cloud environment.

- Work closely with diverse teams, from IT leadership to frontline contact centre agents.

- Opportunity to apply and refine Prosci or similar methodologies on a feature-rich SaaS implementation.

- Join a dynamic team located in a central business hub.

Responsibilities
- Develop and execute a comprehensive Change Management Plan aligned with the cloud migration roadmap, highlighting expected benefits and changes.

- Conduct detailed change impact assessments across agent workflows, leadership, and IT teams; utilize assessment tools to identify gaps in skills, resources, or processes.

- Identify and analyze stakeholders to develop targeted engagement strategies, serving as a vital liaison between technical and operational teams.

- Proactively identify and mitigate risks related to people, processes, and organizational impacts, such as resistance or workflow disruptions.

- Collaborate with leads to design communication strategies and training needs assessments; coordinate the development of role-based learning materials for agents, supervisors, and telecom teams.

- Facilitate training sessions and oversee vendor-led delivery to ensure high-quality learning outcomes.

- Monitor post-migration adoption and develop reinforcement plans for continuous improvement, stabilization, and knowledge transfer.

- Work with Subject Matter Experts (SMEs) to ensure change activities align with infrastructure changes, system integrations, and testing phases.

Qualifications
- 5+ years of organizational change management experience specifically for technology implementations.

- Proven track record supporting contact centre transformations, SaaS implementations, or cloud migrations (e.g., AWS, Azure, Genesys, Oracle).

- Prosci Certified Change Practitioner or a similar recognized certification is strongly preferred.

- In-depth knowledge of change management principles, tools, and the practical application of readiness and culture assessments.

- Exceptional written and verbal communication skills, with a strong ability to facilitate discussions and influence stakeholders.

- Understanding of cloud contact centre architecture, CRM integrations, multi-channel routing, and data privacy/compliance.

- Ability to translate complex technical requirements into clear operational impacts for business readiness.

Summary
If you're interested in the Change Management (Organizational) Specialist role based in Toronto, we encourage you to apply online at www.randstad.ca. Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.