Genesys-Consultant

Deloitte US-India Offices; Pune District, Bengaluru, Hyderabad; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Deloitte US-India Offices is seeking an experienced Consultant to deliver high-quality work within timelines on complex Genesys Cloud CX projects.

You will mentor junior members, coordinate with onshore/offshore teams, and lead PoCs, design options, and solutioning efforts across the sales and service domain in India.

Qualifications

• 3–6 years of hands-on experience in contact center technology delivery with Genesys Cloud CX.
• Proven ability to architect routing and flows on Genesys Cloud.
• Experience with Genesys Cloud AI Studio and data integration.
• Strong API/web service integration and OAuth familiarity.
• Ability to translate requirements into configurations for stakeholders.

Responsibilities

• Independently design and deliver medium/high complexity stories.
• Lead PoCs and architecture decisions with onshore/offshore teams.
• Perform code reviews and ensure best practices in delivery.
• Define release management and CI/CD strategy for GenAI features.
• Mentor analysts and support technical solutioning and PoCs.

Skills

Genesys Cloud CX

Genesys Cloud Architect

Genesys Cloud AI Studio

Data integration

API/web services

CI/CD for contact centers

Education

BE/B.Tech

M.C.A./M.Sc (CS)

Tools

WEM/WFM

SIP concepts

Job description

Position Summary

Level: Consultant or equivalent

As an experienced Consultant at Deloitte Consulting, you will be responsible for individually delivering high quality work products within due timelines. Need-basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.

Work youll do:

• Independently design, build, and deliver medium/high complexity stories. Use standard estimation methods for user stories.
• Own medium-complex modules; perform PoCs, grooming, present design options to TLs. Drive technical grooming; participate in solutioning and PoCs with option analysis.
• Engage juniors to follow best practices; perform code reviews and fixes with minimal oversight. Coordinate with onshore/client teams; ensure juniors understand requirements; build client rapport.
• Define release management strategy, pipeline management, repository integration with DevOps. Drive meeting agendas; support weekly status reports. Elevate industry knowledge; leverage Delivery Excellence/automation/Smartstarts.
• Configure and extend Agentforce/GenAI components; perform PoCs for GenAI-powered features. Mentor Analysts on technical tasks; support technical solutioning and PoCs.

The team

Step into our Sales & Service team, where technology powers business impact and innovation drives everything we do. As a global, dynamic group, we deliver seamless, end-to-end solutions—advising on strategy, implementing advanced CRM or back-office platforms, and enabling continuous business improvement. Here, you’ll collaborate with passionate, creative minds to transform sales models, elevate service excellence, and optimize customer operations. If you’re ready to grow your expertise, make bold ideas real, and help redefine the customer experience for leading organizations, this is your next big move. Join us and shape the future of sales and service!

Qualifications

Must Have Skills/Project Experience/Certifications:

• 3 - 6 years of hands‑on experience in contact center technology delivery, with hands‑on Genesys Cloud CX implementation experience.
• Demonstrated skills as a Genesys Cloud Architect / lead configurator for routing and Architect flows.
• Hands‑on experience with Genesys Cloud AI Studio (design, configuration, tuning, measurement).
• Strong experience in data integration: APIs, web services, JSON, OAuth, and common integration patterns.
• Strong configuration experience across Genesys Cloud admin constructs (roles/divisions, queues, skills, routing, flows).
• Ability to translate requirements into configuration and to explain technical decisions to non-technical stakeholders.

Good to Have Skills/Project Experience/Certifications:

• Genesys Cloud certifications (e.g., Genesys Cloud CX role‑based certifications).
• Experience with digital channels (chat, messaging, email) and omnichannel routing.
• Experience with WEM/WFM (workforce management), QM, analytics, speech/text analytics.
• Familiarity with CI/CD concepts for contact center configuration promotion and environment management.
• Exposure to telecom/voice fundamentals (SIP concepts, numbers/DIDs, edge/telephony connectivity).

Education:

• BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited institutions.

Location:

• Bengaluru
• Hyderabad
• Pune
• Chennai