Genesys consultant role with a consulting company's customer engagement practice. You will design AI-enabled contact centre solutions, IVR and omnichannel routing on Genesys Cloud CX, and virtual agents. Five to nine years of experience. Hybrid work across six cities.
The role
This is a Genesys consultant role with a consulting company. The work covers sales, service and marketing for large clients. You will help clients move their contact centres to AI-enabled cloud platforms.
You will analyse contact centre functions and recommend AI and GenAI improvements. You will plan, design, configure and implement Genesys Cloud CX, including IVR, omnichannel routing, self-service and virtual agent solutions. You will configure AI guides and train intents, entities and utterances. You will also integrate the platform with enterprise systems using SDKs and APIs. The work covers voice and digital channels such as chat, email, social media and messaging.
We are looking for hands-on experience with Genesys Cloud CX or Engage, and with IVR and omnichannel routing design. You should know Genesys architecture, Architect, Admin, SDKs, APIs and CI/CD tools. Experience in contact centre consulting, NLU design and conversational AI is needed. Knowledge of generative AI, LLM concepts, prompt engineering and responsible AI is a plus. Experience with PureConnect, Engage, workforce management or quality monitoring is useful. An engineering degree or an MBA from a top institute is required.
The role needs 5 to 9 years of experience. The location is Gurugram, Mumbai, Bengaluru, Chennai, Pune or Hyderabad. The work mode is hybrid and the job is full-time. The notice period should be up to 30 days.
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What happens after you apply
The recruiter working this role reads your application. If it fits, they call you before anything is shared with the company. You see every stage in your account, in plain words.