Genesys Consultant

Accenture India Private Limited; Bengaluru; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture India Private Limited seeks a Genesys-focused Consultant to drive transformation in contact centers across multiple sites. You will analyze functions, design AI-enabled solutions and lead orchestration projects using Genesys Cloud/Engage.

The role requires hands-on experience with CCaaS, a background in consulting, and the ability to work across industries and channels while delivering measurable outcomes.

Qualifications

• Must have strong Genesys Cloud/Engage architecture and delivery experience.
• Experience across CCaaS design, deployment and integration with enterprise systems.
• Proven track record in contact center consulting and AI-driven solutions.
• Exposure to multi-channel customer service processes (IVR, chat, email, social).

Responsibilities

• Analyze contact center functions and recommend AI-enabled improvements.
• Design and deliver customer interaction solutions across channels.
• Lead and collaborate on multichannel orchestration projects with stakeholders.
• Work with Genesys Cloud/AIA capabilities for automation and agent assist cases.

Skills

Genesys Cloud

Conversational AI

Contact Center

CCaaS Consultant

Technical CCaaS

Industry Consultant

CCaaS Team Lead

CCaaS Design Lead

Education

Engineering Degree

MBA

Tools

Genesys PureConnect

Genesys Engage

CI/CD Tools

Job description

#ACN GN - SONG - Service - Genesys - Consultant The Strategy & Consulting Global Network SONG Practice | Genesys

Job Title - Genesys_Level 9-Consultant_Entity (S&C GN) Management Level: Level 9-Consultant Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills

• Genesys Cloud
• Genesys Cloud Agentic AI/Conversational AI (AVA/Virtual Agent)
• Contact Center Analyst/Consultant
• Functional CCaaS Consultant
• Technical CCaaS Consultant
• Industry Consultant
• CCaaS Team Lead
• CCaaS Design Lead

Good to have skills

• Genesys PureConnect
• Genesys Engage
• Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.), Generative AI, LLM Concepts, Prompt Engineering, Responsible AI and AI Guardrails

Job Summary

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Roles and Responsibilities

Functional Experience : Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions Industry Experience : Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources Use in depth understanding of Genesys Cloud/Engage : Ability to work in high-paced and complex projects. Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage. Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage Discovery, Design and implement Agentic Virtual Agent /Virtual Agent solutions using Genesys Cloud AI capabilities for customer service automation and self-service use cases. Discovery, Design and implement Genesys Copilot solutions using Genesys Cloud AI capabilities for Employee Experience use cases AI Guides: Configure AI Guides to support guided customer interactions and AI-assisted workflows. Intent & NLU Management: Design, train and optimize intents, entities, utterances and NLU models. Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services Integration of Genesys cloud CX with enterprise systems Developing custom applications using Genesys platform SDK/APIs Work Experience related to CICD tools. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc. Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Professional & Technical Skills: Engineering Degree or MBA from a tier 1 institute Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

Additional Information

An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Our Company | Accenture