Genesys Cloud Consultant

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 Contact Center as a Service (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.

You will collaborate with cross-functional teams to deliver scalable omnichannel solutions leveraging Genesys Cloud and related customer service technologies.

Key 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

Required 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

Preferred Qualifications

• Experience with Genesys Engage or Genesys PureConnect
• Consulting experience involving contact center transformation initiatives
• Exposure to platforms such as Amazon Connect, NICE, Verint, Cisco, Five9, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, or Google Cloud
• Knowledge of AI, GenAI, automation, and conversational experience technologies
• Experience working with large enterprise or multinational organizations

About the Company / Team

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.