We are looking for an Information Scientist to design and improve the information architecture required for effective knowledge retrieval in Genesys Cloud AI. The role focuses on taxonomy design, metadata modelling, content structure, and search optimization to ensure that knowledge content can be accurately found and retrieved by customer service agents, self-service users, and AI-powered solutions.
Responsibilities
- Analyzing the existing knowledge base to identify gaps in content structure, consistency, duplication, metadata, and searchability.
- Conducting a baseline assessment of 100–200 pilot articles to evaluate content quality, accuracy, currency, readability, and tagging practices.
- Analyzing search logs and user behavior to identify search relevance issues, zero-result queries, and gaps between user terminology and existing content.
- Designing a taxonomy and metadata model, including hierarchies, controlled vocabularies, synonyms, tagging rules, and audience-specific content classification.
- Defining content structuring guidelines and search optimization requirements to support accurate keyword, semantic, and AI-powered knowledge retrieval.
- Establishing content quality standards, lifecycle rules, review processes, and ownership guidelines in collaboration with the Senior PS Consultant.
- Supporting proofs of concept (PoCs) by evaluating taxonomy and search capabilities, assessing AI retrieval quality, and documenting recommendations and guidelines for the client's content team.
- 5+ years of experience in information science, taxonomy design, metadata modelling, information architecture, or enterprise search.
- Demonstrated experience designing taxonomies and metadata models for enterprise or digital content environments.
- Practical experience analyzing search behavior, improving content findability, and defining search optimization requirements.
- Experience structuring or preparing content for AI-powered search, knowledge retrieval, or virtual agents.
- Understanding of how content structure, metadata, and information architecture affect AI-powered search and knowledge retrieval.
- Strong analytical and communication skills, with the ability to translate findings into practical recommendations.
- Eligibility to obtain and maintain a Government of Canada security clearance.
Nice to Have
- Master's degree in Library and Information Science (MLIS/MISt) or an equivalent qualification in Information Science.
- Experience with Genesys Cloud solutions or other contact centre knowledge platforms.
- Knowledge of taxonomy and metadata standards, such as SKOS, Dublin Core, or ISO 25964.
- Government or public sector experience;
- Bilingual English/French proficiency.
We offer:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
