ACN I&P - GN - SONG - Service - Genesys - Senior Manager

Job Description

Job Title

Genesys + Senior Manager + I&P GN

Management Level

Level 6 - Senior Manager

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must Have Skills

Genesys Cloud; Genesys Cloud Agentic AI; CX Transformation; CCaaS Advisory and Solution Architecture; CCaaS Consulting; Business Case Creation and Value Realization; Industry Solutions Consulting

Good To Have Skills

Genesys PureConnect; Genesys Engage; CCaaS or Customer Service consulting; Prompt Engineering; Responsible AI; Enterprise AI Governance

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

• Develop and execute contact center strategic initiatives, including AI and GenAI strategy, to improve customer experience and optimize business and operational costs.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Genesys contact center solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• Design AI agents that understand customer goals and execute multi-step workflows across enterprise systems.
• Establish guardrails, validation rules, action boundaries, and business controls for AI-driven execution.
• Advise clients on Genesys Cloud AI capabilities, risk mitigation, and adoption.
• Collaborate with enterprise architects, product teams, security teams, AI leadership, and Customer Service leadership.
  
  

Professional & Technical Skills

• Experience assessing and benchmarking Customer Service operations and developing improvement business cases.
• Genesys Cloud delivery expertise across Agentic AI, Conversational AI, enterprise integration, innovation, thought leadership, and AI governance.
• Experience implementing Genesys Native AI or integrating Genesys Cloud with AI platforms and third-party industry LLMs.
• Experience leading Genesys Cloud RFP and RFI responses and CCaaS engagements using Agentic AI agents and tools.
• Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
• Knowledge of on-premises, cloud, and hybrid-cloud economics, pricing, and total cost of ownership.
  
  

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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