GN - SONG - Service - Genesys – Senior Analyst

Accenture; Hyderabad City Taluka; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

A leading consulting firm is seeking a Genesys Level 11 Analyst to join their team in Pakistan. The role involves analyzing contact center functions, implementing advanced Genesys solutions, and collaborating on transformative projects. Ideal candidates will have 2-8 years of experience in multichannel customer service solutions and a degree or MBA from a top institution.

Benefits

Personalized training modules

Opportunity to work on transformative projects

Culture committed to equality

Qualifications

• Minimum 2 to 8 years of design and application experience on Genesys.
• Functional and hands-on experience on Voice and Non-Voice applications.
• Strong understanding of CC Customer Service processes.

Responsibilities

• Analyze and recommend solutions for contact center functions.
• Work in high-paced and complex projects.
• Design and deliver customer interaction solutions.

Skills

Genesys Cloud

Contact Center Analyst/Consultant

Functional CCaaS Consultant

Technical CCaaS Consultant

CCaaS Design Lead

Education

Engineering Degree or MBA from a tier 1 institute

Tools

Genesys platform SDK/APIs

CICD tools

Job description

The Strategy & Consulting Global Network SONG Practice | Genesys

Job Title – Genesys_Level 11‑Analyst _Entity (S&C GN)

Management Level: Level 11‑Analyst

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must Have Skills

• Genesys Cloud
• Contact Center Analyst/Consultant
• Functional CCaaS Consultant
• Technical CCaaS Consultant
• Industry Consultant
• CCaaS Team Lead
• CCaaS Design Lead

Good to Have Skills

• Genesys PureConnect
• Genesys Engage
• Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Responsibilities

• Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions.
• Industry Experience: Knowledge & experience in any industry division such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources.
• Use in depth understanding of Genesys Cloud/Engage: Ability to work in high‑paced and complex projects.
• Apply understanding of CC Customer Service processes: Possess a strong and well‑established record in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.).
• Deploy thorough understanding of Genesys Architecture/Framework: Leading‑edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate.

Key Skills

• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
  • Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
  • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and a/synchronous messaging services
  • Integration of Genesys cloud CX with enterprise systems
  • Developing custom applications using Genesys platform SDK/APIs
  • Work experience related to CICD tools.
• Easily work in high‑paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs.
• Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc.), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
• Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self‑Service vendor organizations, or leading consulting firms.

Your Experience Counts!

• Engineering Degree or MBA from a tier 1 institute
• Minimum 2 to 8 years of design and application experience implementing multichannel self‑service/IVR and Omni‑Channel Orchestration Routing on Genesys Cloud/Engage suite.
• Functional and hands‑on experience on Voice and Non‑Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co‑create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.