A Manager or Senior Manager role for a Genesys AI specialist in a consulting firm. You will design and deliver Genesys Cloud CX solutions, including agentic and conversational AI, IVR and omnichannel routing. The role is hybrid, full-time, with 12 to 18 years of experience.
The role
This is a Manager or Senior Manager role for a Genesys AI specialist at a consulting firm. You will work on customer-facing challenges across sales, service and marketing, and on transformation work in marketing, connected commerce and advanced customer engagement. The work covers contact center strategy and AI-led improvements.
Your day may include analysing contact center functions and recommending AI and GenAI-enabled improvements. You will plan, design and configure Genesys Cloud CX or Engage platforms, and build virtual agent and agentic self-service solutions. You will also configure AI guides, design intents, entities and NLU models, and integrate Genesys Cloud with enterprise systems using platform SDKs and APIs. Solutions span IVR, voice, email, chat, social and messaging channels.
We are looking for hands-on experience in Genesys Cloud CX, Genesys Architect and Admin tools, and omnichannel routing and IVR design. You should have contact center consulting experience, in both functional and technical CCaaS work. Experience in leading CCaaS teams and design, and in Agentic and Conversational AI on Genesys, is required. Exposure to Genesys PureConnect or Engage, Generative AI, LLMs, prompt engineering and responsible AI guardrails is a plus.
The role requires 12 to 18 years of relevant experience in contact center transformation, Genesys solutioning and CCaaS consulting. An engineering degree or an MBA from a Tier 1 institute is preferred. The work mode is hybrid. The location can be Gurugram, Mumbai, Bengaluru, Chennai, Pune or Hyderabad. The notice period should be up to 30 days.
To apply, sign in on hyperwrk.com and apply in one step. A recruiter at Albireo reads every application.
Must have
Nice to have
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.