Lead Genesys Cloud CX Implementation Consultant

Accenture

Warszawa

Hybrid

PLN 300,000 - 460,000

Full time

6 days ago

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Benefits offered by this job

Private medical care

Life insurance

Employee referral program

Share purchase plan

Job summary

Accenture is seeking an experienced Contact Center Implementation Consultant with strong Genesys Cloud CX expertise to design, configure, and implement modern cloud-based contact center solutions. You will work with stakeholders, analyze requirements, and deliver end-to-end deployments across Europe and the Middle East, with travel to client sites as needed.

The role requires deep knowledge of Genesys Cloud CX, integration approaches, and strong English communication.

Qualifications

Experience implementing Genesys Cloud CX solutions in enterprise environments.
Understanding of contact center operations and customer service processes.
Hands-on with Genesys Architect, call routing, queue management, and channel configuration.
Experience gathering business requirements and translating them into technical solutions.
Knowledge of integration approaches, APIs, and cloud technologies.
Strong stakeholder management and communication skills.
Ability to work independently and manage multiple projects.

Responsibilities

Lead and support end-to-end implementations of Genesys Cloud CX solutions.
Gather and analyze business and technical requirements from stakeholders.
Design contact center architectures, flows, and omnichannel journeys.
Configure and customize Genesys Cloud components: Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO/WFM, Reporting and analytics, Data Actions (Genesys API).
Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
Support solution testing, UAT, and deployment activities.
Provide guidance and best practices to clients throughout the implementation lifecycle.
Deliver workshops, training sessions, and knowledge transfer activities.
Troubleshoot technical and functional issues and support continuous improvement initiatives.