I&P - GN - SONG - Service - Genesys - Associate Manager

Accenture; Bengaluru; Sur place; INR 2 500 000 - 4 500 000; Plein temps

Résumé du poste

Accenture in Bengaluru seeks a seasoned Genesys professional to lead multichannel self-service and orchestration across AI-enabled customer journeys. You will design, implement, and optimize CX solutions using Genesys Cloud CX/Engage across voice and digital channels.

The role emphasizes hands-on experience with Genesys Cloud Voice Bots, Agent Copilot, and enterprise integrations, delivering scalable, high-availability contact center solutions.

Qualifications

• 7–8 years of design and application experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
• Hands-on solutioning experience across voice and non-voice channels using Genesys design and administration tools.
• Experience with Genesys Cloud Voice Bots, Digital Bots, Agent Copilot, Agent Assist, and customer-service automation.
• Experience with enterprise integration, CI/CD tools, flow documentation, and technical specifications.
• Ability to deliver interaction solutions covering quality monitoring, workforce management, gamification, BYOC Edges, and recording.

Responsabilités

• Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
• Design conversational journeys, intents, entities, prompts, contextual variables, decision logic, fallbacks, and escalation paths.
• Support transactional automation use cases including authentication, account lookup, order status, case creation, service requests, and appointment management.
• Design and implement Agentic Virtual Agent and Copilot solutions using Genesys Cloud AI capabilities.
• Plan, design, implement, and configure Genesys Cloud CX or Engage across voice and digital channels.
• Configure AI Guides, design guardrails, prepare solution documentation, and integrate Genesys Cloud CX with enterprise systems.
• Optimize conversation flows, prompts, intents, integrations, and knowledge content using interaction analytics.

Connaissances

Genesys Cloud

IVR

Multichannel orchestration

AI & GenAI

Conversation design

CI/CD tools

Agent Copilot/Agent Assist

Interaction analytics

Enterprise integration

Workflow design

Outils

Genesys Cloud CX

Genesys Cloud Engage

Description du poste

Job Summary

As a Genesys professional within the I&P Global Network Song practice, you will help address customer-facing challenges across sales, service, and marketing. You will contribute to transformation services across Marketing Transformation, Connected Commerce, and Advanced Customer Engagement, helping clients optimize marketing, sales, and customer service strategies.

Roles & Responsibilities

• Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
• Design conversational journeys, intents, entities, prompts, contextual variables, decision logic, fallbacks, and escalation paths.
• Support transactional automation use cases including authentication, account lookup, order status, case creation, service requests, and appointment management.
• Design and implement Agentic Virtual Agent and Copilot solutions using Genesys Cloud AI capabilities.
• Plan, design, implement, and configure Genesys Cloud CX or Engage across voice and digital channels.
• Configure AI Guides, design guardrails, prepare solution documentation, and integrate Genesys Cloud CX with enterprise systems.
• Optimize conversation flows, prompts, intents, integrations, and knowledge content using interaction analytics.

Professional & Technical Skills

• Seven to eight years of design and application experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
• Hands-on solutioning experience across voice and non-voice channels using Genesys design and administration tools.
• Experience with Genesys Cloud Voice Bots, Digital Bots, Agent Copilot, Agent Assist, and customer-service automation.
• Experience with enterprise integration, CI/CD tools, flow documentation, and technical specifications.
• Ability to deliver interaction solutions covering quality monitoring, workforce management, gamification, BYOC Edges, and recording.