Genesys Cloud CCaaS Consultant for CX Transformation

Accenture; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Accenture Strategy & Consulting – Global Network SONG is seeking a Genesys Cloud Analyst / Consultant to help organizations transform their customer service operations through modern CCaaS solutions.

In this role, you will support the design, implementation, and optimization of customer engagement platforms that enhance customer experience, improve operational efficiency, and enable digital transformation.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related field.
• 2–10 years of experience in Contact Center, Customer Experience, or CCaaS implementations.
• Hands-on experience with Genesys Cloud platform configuration and deployment.
• Experience designing and implementing omnichannel customer engagement solutions.
• Knowledge of IVR, call routing, digital customer service channels, and contact center operations.
• Understanding of customer service processes and best practices.
• Strong analytical, problem-solving, and stakeholder management skills.
• Ability to work effectively in fast-paced and complex project environments.

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 customer experience 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

Fast-paced environments

Education

Bachelor's degree in Computer Science, Engineering, Telecommunications, or related field

Tools

Genesys Cloud

IVR

CCaaS

AI/GenAI in CX

Job description

Accenture Strategy & Consulting – Global Network SONG is seeking a Genesys Cloud Analyst / Consultant to help organizations transform their customer service operations through modern CCaaS solutions.

In this role, you will support the design, implementation, and optimization of customer engagement platforms that enhance customer experience, improve operational efficiency, and enable digital transformation.