ACN I&P - GN - SONG - Service - Genesys - Consultant

Job Description

Job Title

Genesys + Consultant + I&P GN

Management Level

Level 9 - Consultant

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must Have Skills

Genesys Cloud; Genesys Cloud Agentic and Conversational AI; Contact Center Consulting; Functional and Technical CCaaS Consulting; Industry Consulting; CCaaS Team and Design Leadership

Good To Have Skills

Genesys PureConnect; Genesys Engage; CCaaS and Customer Service solutions; Generative AI; LLM Concepts; Prompt Engineering; Responsible AI; AI Guardrails

Job Summary

As a Genesys professional within the I&P Global Network Song practice, you will help address customer-facing challenges across sales, service, and marketing. You will contribute to transformation services across Marketing Transformation, Connected Commerce, and Advanced Customer Engagement, helping clients optimize marketing, sales, and customer service strategies.

Roles & Responsibilities

• Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
• Plan, design, implement, and configure Genesys Cloud CX or Engage.
• Discover, design, and implement Agentic Virtual Agent and Virtual Agent solutions for customer-service automation and self-service.
• Discover, design, and implement Genesys Copilot solutions for employee-experience use cases.
• Configure AI Guides and design, train, and optimize intents, entities, utterances, and NLU models.
• Integrate Genesys Cloud CX with enterprise systems and develop custom applications using Genesys platform SDKs and APIs.
• Deliver solutions across IVR, outbound voice, email, social media, chat, video, and synchronous or asynchronous messaging.
  
  

Professional & Technical Skills

• Design and application experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
• Hands-on solutioning experience for voice and non-voice applications using Genesys design and administration tools.
• Understanding of Genesys architecture, Architect, Admin, Collaborate, platform SDKs, APIs, and CI/CD tools.
• Knowledge of Agentic AI, Conversational AI, Generative AI, LLMs, prompt engineering, responsible AI, and guardrails.
• Experience delivering customer interaction solutions across channels, quality monitoring, workforce management, gamification, BYOC Edges, and recording.
  
  

Additional Information

• Opportunity to work on transformative projects with key G2000 clients.
• Potential to co-create with strategy leaders, industry experts, enterprise function practitioners, and business intelligence professionals.
• Opportunity to develop strategy and consulting acumen through personalized learning.
• Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.
  
  

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