Genesys Consultant

Accenture Strategy and Consulting Global Network (SONG) is seeking experienced Genesys Consultants to deliver innovative customer experience (CX) and contact centre transformation solutions. The ideal candidate will have strong expertise in Genesys Cloud CX/Genesys Engage, contact centre consulting, omnichannel customer engagement, and AI-driven customer service solutions. You will work with global enterprise clients to design, implement, and optimise next-generation CCaaS (Contact Center as a Service) platforms while collaborating with cross-functional teams to deliver large-scale digital transformation programmes.

Responsibilities:

• Analyse business requirements and recommend customer service transformation solutions.
• Design and implement scalable contact centre and CCaaS solutions using Genesys Cloud CX/Genesys Engage.
• Configure and develop omnichannel customer engagement solutions including Voice, IVR, Chat, Email, SMS, Social Media, Video, Asynchronous Messaging
• Build and configure solutions using Genesys Architect, Admin Center, Collaborate, Composer, Interaction Designer, and Interaction Attendant.
• Integrate Genesys Cloud with enterprise applications using APIs and SDKs.
• Develop custom applications and automation on the Genesys platform.
• Implement omnichannel routing, self-service, and customer journey orchestration.
• Work on CI/CD pipelines and deployment activities.
• Support quality monitoring, Workforce Management (WFM), recording, gamification, and BYOC Edge implementations.
• Collaborate with business stakeholders to define functional and technical solutions.
• Deliver end-to-end customer experience transformation projects.

Requirements:

• 5-8 years of experience in contact centre technologies.
• Hands-on experience with Genesys Cloud CX or Genesys Engage.
• Experience designing and implementing multichannel customer service solutions.
• Strong understanding of contact centre architecture.
• Experience with IVR development and orchestration.
• Knowledge of Voice and Digital Channels.
• Experience integrating enterprise systems with Genesys Cloud.
• Working knowledge of REST APIs and SDK integrations.
• Exposure to DevOps and CI/CD tools.
• Experience working in consulting or enterprise transformation projects.
• Industry Experience: Experience in one or more of the following industries is preferred: communications, media and technology, financial services, health and public services, and products and resources.
• Education: Engineering Degree (B. E. / B. Tech. / M. Tech. ) or MBA from a Tier 1 institute.
• Must-Have Skills: Genesys Cloud CX (PureCloud), Contact Centre Consultant / Contact Centre Analyst, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead.
• Good-to-Have Skills: Genesys Engage, Genesys PureConnect, Amazon Connect, NICE CXone, Verint, Cisco Contact Center, Five9 Sprinklr, Twilio, Salesforce Service Cloud, ServiceNow, Adobe Experience Cloud, Microsoft Azure, and Google Cloud Platform (GCP).

Professional and Technical Skills:

• Strong understanding of customer service operations.
• Expertise in Omnichannel Contact Centre Design.
• Hands-on experience with Genesys Cloud CX, Genesys Engage, Architect, Composer, Interaction Designer, and Interaction Attendant.
• Knowledge of AI and GenAI-based customer engagement solutions.
• Excellent stakeholder management and communication skills.
• Ability to work in fast-paced consulting environments.