Remote Genesys Cloud CX Implementation Consultant

Accenture; Kraków; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Permanent contract

Professional development

Training package

Employee assistance program

Share purchase plan access

Multisport card

Private medical care

Life insurance

Job summary

Accenture in Kraków is seeking an experienced Contact Center Implementation Consultant with deep Genesys Cloud CX expertise to design, configure and deliver modern cloud contact centers for enterprise clients. You will work with business stakeholders, customer service teams and technical experts to translate requirements into scalable solutions.

The role involves hands-on configuration, testing, user training and guiding clients through best practices, while collaborating with integration teams

Qualifications

• Experience implementing Genesys Cloud CX in enterprise environments.
• Understanding of contact center operations and customer service processes.
• Knowledge of integration approaches, APIs, and cloud technologies.

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 customer journeys.
• Configure and customize Genesys Cloud components including Voice and Digital channels, Outbound, Scripts, Knowledge, Bots, WFO and WFM, Reporting and analytics, Data Actions.
• Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
• Support solution testing, user acceptance 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.

Skills

Genesys Cloud CX

Enterprise implementations

Contact center operations

APIs & cloud technologies

Stakeholder management

English communication

Independent project management

Tools

Genesys Architect

Call routing

WFO/WFM

CRM integration

APIs

Job description

Accenture in Kraków is seeking an experienced Contact Center Implementation Consultant with deep Genesys Cloud CX expertise to design, configure and deliver modern cloud contact centers for enterprise clients. You will work with business stakeholders, customer service teams and technical experts to translate requirements into scalable solutions.

The role involves hands-on configuration, testing, user training and guiding clients through best practices, while collaborating with integration teams