Organizational Change Management - Contact Center

Position Description:

We are seeking an Organizational Change Management Consultant to support a government contact centre transformation and service modernization initiative. The successful candidate will help plan, manage, and deliver change activities that support workforce adoption, process transformation, new ways of working, and the implementation of a future state operating model.

This role requires strong experience applying structured change management practices, including the Prosci methodology, in complex stakeholder environments. Experience with contact centre operations, service delivery modernization, and the use of artificial intelligence in business or operational transformation is strongly preferred.

The consultant will work closely with project teams, business stakeholders, operational leaders, and end users to assess change impacts, support readiness, manage resistance, and enable sustainable adoption.

Your future duties and responsibilities:

. Developing and executing change management strategies and plans aligned with the overall transformation roadmap.
. Applying the Prosci methodology and ADKAR model to support stakeholder adoption and sustainment.
. Conducting change impact assessments across people, process, technology, roles, responsibilities, and operating model changes.
. Performing stakeholder analysis and developing engagement approaches for impacted groups, including leadership, supervisors, contact centre and processing officers, support teams, and enabling functions.
. Supporting the transition to new contact centre processes, service delivery practices, workforce expectations, and operational ways of working.
. Developing change readiness assessments and identifying risks, barriers, resistance points, and mitigation strategies.
. Creating and supporting communications plans, key messages, leadership briefings, and stakeholder engagement materials.
. Supporting training needs analysis, training strategy, learning plans, and knowledge transfer activities.
. Working with business and operational teams to support adoption of new processes, tools, service models, and performance expectations.
. Supporting the design and implementation of a new or revised operating model, including role clarity, governance, handoffs, escalation paths, and sustainment mechanisms.
. Defining adoption metrics, feedback loops, and sustainment activities to measure change effectiveness.
. Supporting leaders and managers in their role as change sponsors and people leaders.
. Identifying opportunities where AI enabled capabilities may affect workflows, workforce roles, service delivery, knowledge management, decision support, or client experience.
. Collaborating with project management, business analysis, communications, training, HR, operations, and technology teams

Required qualifications to be successful in this role:

. 5 to 7 years of experience in organizational change management, business transformation, or change advisory roles.
. Prosci certification is required
. Demonstrated experience applying structured change management methodologies, tools, and deliverables.
. Experience supporting transformation, service modernization, workforce change, process change, or operating model implementation.
. Strong experience conducting change impact assessments, stakeholder analysis, readiness assessments, resistance management, communications planning, training support, and adoption measurement.
. Experience working in complex, multi stakeholder environments, preferably within or for government/public sector organizations.
. Strong facilitation, communication, analysis, and stakeholder engagement skills.
. Ability to translate complex transformation objectives into practical change actions for impacted teams.
. Strong understanding of how organizational, process, technology, and workforce changes affect frontline operations and service delivery.
. Familiarity and experience with AI enabled transformation, including how AI may affect workflows, roles, decision making, client service, knowledge management, or operational efficiency.
. Must be eligible to obtain Government of Canada Reliability Status.

The following experience would be considered an asset:
. Experience supporting contact centre transformation, service modernization, or operational improvement initiatives.
. Knowledge of contact centre operations, including agent workflows, quality assurance, workforce management, knowledge management, escalation processes, performance measures, and client service delivery.
. Experience supporting government programs, public sector service delivery, or citizen facing operations.
. Experience supporting adoption of new technologies, digital tools, AI enabled capabilities, knowledge platforms, case management tools, or service delivery platforms.
. Experience working with senior leaders, operational managers, supervisors, frontline staff, and cross functional project teams.
. Understanding of how AI, automation, and digital tools can influence service delivery and workforce change.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $90,–$,. This role is an existing vacancy.

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Skills:

• Change Management
• English
• Facilitation
• Team Collaboration
• French