Solution Design Manager - Genesys Agentic AI

We are looking for an experienced Genesys Cloud CX / Contact Center Solution Design Manager with strong expertise in Genesys Cloud, Genesys Engage, ServiceNow CSM/ITSM, and Unified Experience by Genesys and ServiceNow (UE-GS). The ideal candidate will have hands-on experience in contact center transformation, omnichannel customer experience, Genesys Architect, CTI/OpenFrame integration, platform APIs, conversational AI, virtual agents, agent assist/copilot, NLU/intent management, and enterprise integrations. The role requires strong consulting, solution design, architecture, and client-facing capabilities across complex enterprise contact center transformation programs.

The core responsibilities for the job include the following:

Contact Center Consulting and Solution Design:

• Analyze customer service and contact center requirements and recommend appropriate Genesys Cloud / Genesys Engage technology and functional solutions.
• Lead contact center transformation and omnichannel customer experience initiatives for enterprise clients.
• Design and implement customer interaction solutions across IVR, voice, web, email, chat, SMS, and social media.
• Design omnichannel orchestration and routing solutions using Genesys Cloud.
• Apply a strong understanding of industry-specific customer service processes, operations, and functional requirements.
• Lead solution design for complex, high-paced enterprise transformation programs.

Genesys Cloud / Genesys Architecture:

• Design, configure, and implement Genesys Cloud CX solutions.
• Develop and manage Genesys Architect Flows, IVR, routing, queues, and customer interaction workflows.
• Work with Genesys Cloud Administration, architects, and application development.
• Use Genesys Cloud Platform APIs, SDKs, Data Actions, and REST/JSON integrations.
• Implement multichannel contact center capabilities, including quality monitoring, WFM, recording, gamification, and BYOC Edges.
• Work on Genesys Cloud / Genesys Engage architecture and complex integration scenarios.

Genesys + ServiceNow Unified Experience:

• Configure and deploy Unified Experience by Genesys and ServiceNow (UE-GS).
• Implement the embedded agent workspace, screen pop, case-to-interaction linking, and bi-directional data synchronization.
• Configure ServiceNow Unified Experience Connector with Genesys Cloud.
• Work with OpenFrame / OpenFrame APIs and CTI integrations.
• Configure ServiceNow CSM/ITSM workflows, Case Management, Business Rules, and Flow Designer.
• Integrate Genesys Cloud and ServiceNow using REST/SOAP APIs.

Enterprise Integration and Development:

• Build and consume Genesys Cloud Platform APIs and architect data actions.
• Develop integrations using REST APIs, SOAP, JSON, and enterprise integration platforms.
• Develop custom scripts using JavaScript, ServiceNow Glide, and Genesys SDKs.
• Work with enterprise platforms such as MuleSoft, Boomi, and Workato.
• Integrate Genesys with CRM platforms, including Salesforce and Microsoft Dynamics.

AI / GenAI / Conversational AI:

• Identify and recommend opportunities for AI and GenAI-enabled customer service transformation.
• Work with Genesys Virtual Agent / AVA, Conversational AI, Voicebots, Agent Assist/Copilot, and AI Guides.
• Understand NLU, intent management, conversational workflows, and self-service automation.
• Support AI-powered routing, predictive engagement, and customer interaction optimization.
• Apply prompt engineering and emerging AI capabilities where relevant to customer service transformation.

Consulting and Leadership:

• Lead client discussions, workshops, and solutioning sessions.
• Translate complex technology capabilities into actionable business and customer experience solutions.
• Work with senior stakeholders across business, technology, and operations.
• Lead teams in delivering sophisticated Genesys / Contact Center / ServiceNow transformation programs.
• Apply consulting and industry expertise to recommend scalable, business-driven solutions.

Requirements:

• Experience: 8-12 Years.
• Education: Engineering Degree / MBA from a Tier-1 Institute.
• Must-Have Skills: Genesys Cloud CX, Genesys Cloud Architecture / Genesys Architect, Unified Experience by Genesys and ServiceNow (UE-GS), ServiceNow CSM / ITSM, OpenFrame / CTI Integration, Genesys Cloud Platform APIs, Architect Flows, Contact Center Solution Design, Omnichannel / Multichannel Contact Center, ServiceNow Integration, REST APIs / JSON, Data Actions, Workflow Orchestration, Customer Interaction / Contact Center Transformation.

AI / GenAI and Automation Skills:

• Experience with one or more of the following is highly desirable: Conversational AI, Genesys Virtual Agent / AVA, AI Guides, Agent Assist / Agent Copilot, NLU / Intent Management, Voicebots / Chatbots, Predictive Engagement / Predictive Routing, AI-powered Customer Service, Prompt Engineering, AI / GenAI solutions for Contact Centers, and Self-Service Automation.

Industry Experience:

• Experience in one or more of the following industries: Financial Services / Banking, Insurance, Healthcare, Telecom, Communication, Media and Technology, Health and Public Services, Products and Resources, or Other regulated or large-scale enterprise environments.
• Good-to-Have Skills: Genesys Engage, Genesys PureConnect, Genesys AI, Genesys Virtual Agent / AVA, Conversational AI, Agent Assist / Agent Copilot, AI Guides, NLU / Intent Management, Predictive Engagement / Predictive Routing, Voicebots / Chatbots, ServiceNow JavaScript / Glide, REST / SOAP, MuleSoft, Boomi, Workato, Salesforce, Microsoft Dynamics, BYOC, WebRTC, CTI, OpenFrame, Prompt Engineering, GCP / CDP exposure.

Professional and Technical Qualifications:

• Engineering degree or MBA from a Tier-1 institute.
• 8-12 years of experience in contact center technology, solution design, application development, or consulting.
• Strong experience implementing multichannel self-service, IVR, and omnichannel orchestration/routing using Genesys Cloud/Genesys Engage.
• Strong hands-on experience with Genesys Architect, Genesys Cloud administration, application development, and integrations.
• Experience designing voice and non-voice customer interaction solutions.
• Strong understanding of customer service processes and contact center operations.
• Experience working on large-scale enterprise or Fortune 500 customer interaction environments.
• Strong communication, stakeholder management, consulting, and solution architecture skills.
• Key Search Terms / Instahyre Matching Keywords: Genesys Cloud CX, Genesys Cloud, Genesys Architect, Genesys Engage, Genesys PureConnect, UE-GS, Unified Experience, ServiceNow CSM, ServiceNow ITSM, OpenFrame, CTI, Contact Center, CCaaS, Contact Center Transformation, Omnichannel, IVR, Architect Flows, Platform APIs, REST API, JSON, Data Actions, Workflow Orchestration, Conversational AI, AVA, Genesys Virtual Agent, AI Guides, Agent Assist, Agent Copilot, NLU, Intent Management, Voicebots, Chatbots, Predictive Routing, Predictive Engagement, JavaScript, Glide, MuleSoft, Boomi, Workato, Salesforce, Microsoft Dynamics, BYOC, WebRTC, Prompt Engineering, AI, GenAI.