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Randstad Logo Randstad · IT - Administration

Change Management Specialist

Canada, Toronto 67.68 - 74.36 USD / Hour · Job Posted June 02, 2026
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Job Description

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.

Job Responsibility

  • Develop and execute a comprehensive Change Management Plan aligned with the cloud migration roadmap
  • Conduct detailed change impact assessments across agent workflows, leadership, and IT teams
  • Identify and analyze stakeholders to develop targeted engagement strategies
  • Proactively identify and mitigate risks related to people, processes, and organizational impacts
  • Collaborate with leads to design communication strategies and training needs assessments
  • 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

Requirements

  • 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

Nice to have

Prosci Certified Change Practitioner or a similar recognized certification

What we offer

  • 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
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