Senior Manager - Customer Service (Genesys)

Accenture India Private Limited; Bengaluru; On-site; INR 3,000,000 - 6,500,000; Full time

Job summary

Accenture India Private Limited seeks a Senior Manager in Genesys within the I&P Global Network Song practice to address customer-facing challenges across sales, service, and marketing, and to lead transformation initiatives using AI and GenAI.

You will design AI agents, develop strategic roadmaps, support sales and delivery of Genesys solutions, set guardrails for AI, and collaborate with enterprise architects, security, AI leadership, and customer service leaders.

Qualifications

• Responsibilities for a Genesys Senior Manager role include leading AI strategy and GenAI initiatives to optimize customer experiences and reduce costs.
• Experience in developing business cases and transformation roadmaps based on market trends.

Responsibilities

• Develop and execute contact center strategic initiatives, including AI and GenAI strategy, to improve customer experience and optimize business and operational costs.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Genesys contact center solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• Design AI agents that understand customer goals and execute multi-step workflows across enterprise systems.
• Establish guardrails, validation rules, action boundaries, and business controls for AI-driven execution.
• Advise clients on Genesys Cloud AI capabilities, risk mitigation, and adoption.
• Collaborate with enterprise architects, product teams, security teams, AI leadership, and Customer Service leadership.

Job description

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

• Develop and execute contact center strategic initiatives, including AI and GenAI strategy, to improve customer experience and optimize business and operational costs.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Genesys contact center solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• Design AI agents that understand customer goals and execute multi-step workflows across enterprise systems.
• Establish guardrails, validation rules, action boundaries, and business controls for AI-driven execution.
• Advise clients on Genesys Cloud AI capabilities, risk mitigation, and adoption.
• Collaborate with enterprise architects, product teams, security teams, AI leadership, and Customer Service leadership.