Change Management (Organizational) SpecialistSenior Manager, FP&A (Financial Planning & Analysis)
· Pay Rate: (Flexible)
· Location: Toronto ON
· Contract Length: 12 months
Work Type: Hybrid
We at Raise are hiring right now for one of our Government Sector Clients. If you’re interested, apply below for your chance to join a great place to work.
RESPONSIBILITIES
The Change Management (Organizational) Specialist is responsible for:
• Develop and execute a Change Management Plan that aligned with the contact centre cloud migration plan and communicates expected changes and benefits.
• Conduct change impact assessments across agent workflows, operations leadership, IT teams, and customer‑facing processes.
• Develop stakeholder management strategies, including identification, analysis, conducting and documenting stakeholder assessments and developing engagement strategies
• Serve as a liaison between technical teams and operational teams, translating cloud migration concepts into clear, accessible messaging.
• Apply assessment tools to assess readiness to identify gaps in skills, resources, or processes prior to cloud cutover.
• Identify risks related to people, process, and organizational impacts of the migration (e.g., resistance, skill gaps, workflow disruption).
• Develop and/or collaborate with communication leads to develop comprehensive communication strategies
• Develop and/or collaborate with Training leads to develop training needs strategies and guides.
• Coordinate development of role‑based learning materials for agents, supervisors, analysts, and Telecom teams.
• Facilitate training or coordinate with vendors to ensure delivery of high‑quality, timely training.
• Develop an approach to embed/institutionalize the change to sustain the benefits achieved, including knowledge transfer, performance management, continuous improvement and other related practices.
• Monitor adoption post‑migration and develop plans for reinforcement, continuous improvement, and stabilization.
• Work with SMEs to ensure alignment with infrastructure changes, system integrations, testing phases, and post‑migration validation.
Qualifications
It is important that the Services be undertaken by a Change Management (Organizational) Specialist who can demonstrate specific knowledge of, and experience in performing similar work for projects of comparable nature, size and scope as detailed below.
Qualifications and Experience:
• 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.
• Ability to communicate effectively, excellent written and verbal communication skills, including negotiation, influencing and presentation skills.
• Strong ability to facilitate small to large sized groups and discussions
Technical Capabilities:
• 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.
• Awareness of post‑migration monitoring and validation needs, including performance checks, user experience monitoring, and stabilization support.
• Capability to translate technical concepts into operational impacts for business readiness.
• Familiarity with data migration workflows, application migration strategies, and testing/validation processes during cloud transition
The City may contact the references provided. Should any reference fail to confirm that the services listed in Section 3.0 were performed in a satisfactory manner; theCandidate may be declared non-compliant, and not considered for the remainder of the evaluation process.
Deliverables:
• Comprehensive Change Management Strategy & Roadmap – including timelines, milestones, impacts, and success metrics to guide the transition.
• Change Impact & Readiness Assessments – detailed analyses outlining changes to processes, roles, and agent experience, plus readiness findings and mitigation recommendations.
• Stakeholder Engagement & Communication Plan – structured engagement activities, messaging, and updates to keep all contact centre roles informed and aligned throughout the migration.
• Training & Enablement Materials – role‑based training plans, user guides, and readiness sessions to prepare agents, supervisors, and support teams for new contact centre workflows.
• Adoption Measurement & Post‑Migration Support Plan – metrics, feedback mechanisms, reinforcement activities, and stabilization support to ensure sustained adoption after go‑live.
Looking for meaningful work? We can help
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
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