Genesys AI & Telephony Solution Architect

Collective; Paris; Hybride; EUR 100 000 - 125 000; Plein temps

Résumé du poste

A leading company in the insurance sector is seeking a professional to lead AI transformation initiatives within their customer service ecosystem. This role involves designing and optimizing Genesys-based contact center solutions while collaborating with global business teams. Candidates should have proven experience in AI technologies and Genesys integration, alongside a degree in a related technical field. The position offers a hybrid work model with a focus on delivering intelligent customer experiences.

Qualifications

• Proven experience with Genesys (Cloud, PureConnect or Enterprise) including AI-enabled customer engagement solutions.
• Deep understanding of telephony architecture, protocols, queue management, and routing flows.
• Ability to collaborate with business and technical stakeholders.

Responsabilités

• Lead initiatives to design and deploy new AI modules within the Genesys ecosystem.
• Collaborate with stakeholders to assess contact center needs and translate them into AI-driven solutions.
• Guide entities on best practices for AI adoption and Genesys capabilities.

Connaissances

Business Process

Cloud

Project management

Technical Solutions

Analytics

Formation

Degree in Computer Science, Engineering, Telecommunications or related field

Outils

Genesys

Salesforce

AWS

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 34 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.

Responsibilities

• 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.

Key Skills

• Business Process
• VMware
• Cloud
• HTML5
• Windows
• Project management
• AWS
• Infrastructure
• Web Services
• JQuery
• Java
• Computer Engineering
• Solutions design
• Technical Solutions
• Analytics

Employment Type: Freelance

Experience: years

Vacancy: 1

Daily Salary: 450 - 450