Genesys Manager

Join our team of SONG consultants who solve customer-facing challenges for clients spanning sales, service, and marketing to accelerate business change.

The Strategy and Consulting Global Network Song practice is aligned with the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like marketing transformation, connected commerce, and advanced customer engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, and customer satisfaction, and impacting front-end business metrics in a positive manner.

Responsibilities:

• Functional Experience: Ability to analyze and suggest recommendations around the contact center's functions, products, and technology solutions covering AI and Gen AI solutions.
• Industry Experience: Knowledge and experience in any of the industry divisions, such as Communication Media and Technology, Financial Services, Health and Public Services, and Products and Resources.
• Use in-depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
• Apply understanding of industry-specific customer service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc. ).
• Deploy a thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools, including Architect, Admin, and Collaborate.
• Unified Experience Implementation: Configure and deploy the Unified Experience by Genesys and ServiceNow integration, including the embedded agent workspace, screen pop, case-to-interaction linking, and bi-directional data synchronization.
• ServiceNow Integration: Configure ServiceNow Unified Experience Connector in conjunction with Genesys Cloud, including Open Frame configuration, OpenFrame API usage, business rules, flow designer, and case management workflows.
• Enterprise Integrations: Build and consume Genesys Cloud Platform APIs, architect data actions, and ServiceNow REST/SOAP integrations. Develop custom scripts using JavaScript, Glide, and Genesys SDKs as required.
• Easily work on high-paced and complex projects: Use an understanding of industry-specific customer service processes, operations, and functional needs.
• Deploy strong design skills: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc. ), quality monitoring, WFM, gamification, BYOC edges, recording, etc.
• Maximize application design and development experience: Implement the orchestration platform of Genesys, preferably in Fortune 500 companies with sophisticated customer interaction operations, leading self-service vendor organizations, or leading consulting firms.

Requirements:

• Must have skills: Genesys Cloud CX, Genesys Architect, Conventional AI, Implementation, Integration, GCP, AI Guides, Contact Center Solution Design, Genesys Cloud Platform APIs.
• Good-to-have skills: Genesys Engage, Genesys PureConnect, Genesys AI (voicebots, agent assist, predictive engagement/routing), ServiceNow scripting (JavaScript/Glide), REST/SOAP integrations, enterprise integration platforms (MuleSoft, Boomi, Workato), CRM integration (Salesforce, MS Dynamics), and regulated industries (banking, healthcare, insurance, and telecom).

Professional and Technical Skills:

• Engineering degree or MBA from a tier 1 institute.
• Minimum 8 to 12 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite.
• Functional and hands-on experience with voice and non-voice (SMS, email, chat, etc. ) application solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of customer service, Genesys Cloud/Engage administration, and application development.