Genesys Contact Center Transformation Consultant

Accenture PLC; Taguig; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Accenture is seeking a SONG - ACE - Genesys Consultant (Analyst/Consultant) in Manila to design and deliver customer interaction solutions using Genesys Engage/Pure Cloud. You will work on multi-channel orchestration, IVR design, and contact center projects for leading clients in sales, service, and marketing.

You will collaborate with global teams, apply framework-driven approaches to transform customer experiences, and contribute to cost and performance improvements across client organizations.

Qualifications

• Experience designing and delivering customer interaction solutions across channels (IVR, web, email, chat, SMS).
• Strong understanding of Genesys Engage/Pure Cloud architecture and deployment.
• Ability to work on high-paced, complex projects with contact center exposure.

Responsibilities

• Design, build, and implement customer interaction initiatives for clients, using Genesys Engage/Pure Cloud.
• Collaborate with sales and service teams to deliver omni-channel solutions.
• Translate business needs into technical contact center designs.

Skills

Genesys Engage/Pure Cloud

IVR

Omni-Channel Orchestration

Interaction Designer/Attendant

Customer Service processes

Education

Engineering Degree or MBA

Tools

Genesys Composer

Genesys Designer

Genesys GAX

Job description

Accenture is seeking a SONG - ACE - Genesys Consultant (Analyst/Consultant) in Manila to design and deliver customer interaction solutions using Genesys Engage/Pure Cloud. You will work on multi-channel orchestration, IVR design, and contact center projects for leading clients in sales, service, and marketing.

You will collaborate with global teams, apply framework-driven approaches to transform customer experiences, and contribute to cost and performance improvements across client organizations.