Genesys Cloud Architect for CCaaS & CX Transformation

Accenture; Kampung Malaysia Tambahan; On-site; MYR 90,000 - 150,000; Full time

Job summary

Accenture Strategy & Consulting is seeking a Genesys Cloud Analyst/Consultant to help transform customer service operations with CCaaS solutions. You will design, implement and optimize Genesys Cloud-based engagements across omnichannel channels in a global delivery environment.

The role involves collaborating with cross-functional teams, supporting workshops, testing and deployment, and delivering scalable solutions within timelines across multinational clients.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Telecommunications, or related field.
• 2–10 years of experience in Contact Center, CX, or CCaaS implementations.
• Hands-on experience with Genesys Cloud platform configuration and deployment.
• Experience designing omnichannel customer engagement solutions.

Responsibilities

• Analyze business and customer service requirements and translate them into Genesys Cloud solutions.
• Design, configure, and implement Genesys Cloud contact center capabilities including voice and digital channels.
• Develop and optimize customer interaction journeys across IVR, chat, email, SMS, social media, and web channels.
• Support omnichannel routing, self-service, workforce optimization, and customer engagement initiatives.
• Integrate Genesys Cloud with enterprise applications and third‑party platforms.
• Contribute to customer service transformation programs, including AI and GenAI-enabled CX solutions.
• Participate in solution workshops, requirement gathering, testing, deployment, and post‑implementation support.
• Collaborate with global teams to deliver high-quality solutions within project timelines.

Skills

Analytical thinking

Stakeholder management

Problem solving

Communication

Adaptability

Education

Bachelor's degree in CS/Engineering/Telecommunications

Tools

Genesys Cloud

Genesys Engage

Genesys PureConnect

Amazon Connect

Salesforce

Google Cloud

Microsoft Azure

Job description

Accenture Strategy & Consulting is seeking a Genesys Cloud Analyst/Consultant to help transform customer service operations with CCaaS solutions. You will design, implement and optimize Genesys Cloud-based engagements across omnichannel channels in a global delivery environment.

The role involves collaborating with cross-functional teams, supporting workshops, testing and deployment, and delivering scalable solutions within timelines across multinational clients.