Genesys AI & Telephony Solution Architect

Collective; France; Hybride; Confidentiel; Plein temps

Résumé du poste

A leading company in the insurance sector is seeking a professional for an AI transformation project within customer service. The role involves designing and implementing Genesys-based contact center solutions enhanced with AI capabilities. The ideal candidate should have proven experience with Genesys and a strong background in leading global contact center transformations. This is a hybrid position with a preference for candidates located in France, Spain, or the surrounding regions. Relevant educational qualifications are required.

Qualifications

• Proven experience leading global contact center transformation projects involving AI.
• Expertise in AI technologies like NLP and predictive routing.
• Ability to work independently as the primary Genesys/AI expert.

Responsabilités

• Lead design and deployment of AI modules within Genesys.
• Collaborate to assess and implement scalable AI-driven solutions.
• Monitor performance metrics to improve customer experience.

Connaissances

Proven experience with Genesys (Cloud, PureConnect, or Enterprise)

AI-enabled customer engagement solutions

Understanding of telephony architecture

Collaboration with stakeholders

AI technologies (chatbots, voice bots)

Formation

Degree in Computer Science, Engineering, Telecommunications

Outils

Salesforce

Google

Azure

IBM

Description du poste

Project Details

Location: France or Spain (preference: Paris, Barcelona, Madrid)

Work Mode: Hybrid or 100% remote within France or Spain; occasional office visit every 3–4 months

Start Date: ASAP

Duration: 6 months with strong likelihood of 12+ month extension

Languages: English mandatory; Spanish or French is a plus

Collaboration: Works with global business and technical teams across 12+ entities

Travel: None expected

Summary

A company leader in the insurance sector is accelerating a global AI transformation within the Customer Service & Telephony ecosystem. As part of a transversal program supporting more than 12 international entities, the role focuses on designing, implementing, and optimizing Genesys-based contact center solutions enhanced with AI/GenAI capabilities. The mission aims to deliver intelligent omnichannel customer experiences, introduce advanced AI modules, and modernize telephony processes while ensuring alignment with the organization’s global digital strategy.

Goals and deliverables

Main Responsibilities & Key Activities

Lead initiatives to design and deploy new AI modules, voice bots, and GenAI-enabled features within the Genesys ecosystem.

Collaborate with business and technical stakeholders across entities to assess contact center needs and translate them into scalable, AI-driven solutions.

Define and optimize contact routing logic, IVR flows, and automation workflows using AI, predictive analytics, and NLP.

Integrate Genesys with telephony infrastructure, CRM platforms (e.g., Salesforce), and external AI services/orchestrators.

Guide entities on best practices for AI adoption, Genesys capabilities, architecture, and integration mechanisms.

Support the deployment and continuous improvement of chatbots, virtual assistants, and machine learning models for customer service enhancement.

Ensure compliance with security, privacy, and regulatory requirements across all AI-enabled initiatives.

Monitor system and AI model performance, analyze metrics, and generate insights to improve customer experience and operational efficiency.

Conduct training and global knowledge transfer to strengthen local capabilities.

Experience Required

Proven experience with Genesys (Cloud, PureConnect, or Enterprise), including AI-enabled customer engagement solutions.

Strong background leading global contact center transformation projects involving AI/GenAI.

Deep understanding of telephony architecture, protocols, queue management, routing flows, and omnichannel processes.

Demonstrated expertise in AI technologies within contact centers: chatbots, voice bots, NLP, predictive routing, sentiment analysis.

Experience integrating Genesys with CRM systems, cloud AI services, and external providers (Salesforce, Google, Azure, IBM).

Ability to collaborate with business and technical stakeholders, articulate complex concepts, and provide strategic guidance.

Senior-level autonomy; able to act as the primary Genesys/AI expert across entities.

Education

Degree in Computer Science, Engineering, Telecommunications, or a related technical field.

Relevant certifications in Genesys, AI/ML, or cloud services are a plus.