Genesys Cloud – AVA & Agentic AI – ConsultantJob Title: Genesys Cloud – AVA & Agentic AI – ConsultantManagement Level: ConsultantLocation: Bengaluru / Gurgaon / Mumbai / Chennai / Pune / HyderabadMust Have SkillsGenesys Cloud CX, Genesys Architect, Agentic Virtual Agent (AVA), Genesys Cloud Virtual Agent, Conversational AI, AI Guides, Data Actions, REST APIs, JSON, NLU, Intent Management, Workflow Orchestration, Contact Center Solution DesignGood to Have SkillsGenesys Cloud Knowledge, Voice Bots, Digital Bots, Agent Copilot / Agent Assist, Generative AI, LLM Concepts, Prompt Engineering, API Orchestration, CRM Integrations, Event-driven Integrations, AWS / Azure / Google Cloud, Responsible AI and AI GuardrailsJob SummaryJoin our Customer Service and Genesys practice to design and implement next-generation AI-powered customer service and self-service solutions using Genesys Cloud CX.The role will focus on hands-on design and implementation of Agentic Virtual Agent (AVA), Virtual Agent, AI Guides, Conversational AI and intelligent workflow orchestration solutions within Genesys Cloud.As part of the delivery team, you will work with business and technical stakeholders to understand customer service requirements and translate them into conversational journeys, Architect flows, AI-powered interactions, Data Actions and API-based business workflows.The ideal candidate will combine strong Genesys Cloud CX Techno Functional expertise with practical knowledge of Conversational AI, Agentic AI, enterprise APIs and Contact Center operations .Roles and ResponsibilitiesAgentic Virtual Agent: Discovery,



Design and implement Agentic Virtual Agent /Virtual Agent solutions using Genesys Cloud AI capabilities for customer service automation and self-service use cases.Conversational AI Design: Design conversational journeys, intents, entities, prompts, contextual variables, decision logic, fallback mechanisms and escalation paths.AI Guides: Configure AI Guides to support guided customer interactions and AI-assisted workflows.Intent & NLU Management: Design, train and optimize intents, entities, utterances and NLU models.Data Actions Development: Develop and configure Genesys Cloud Data Actions for REST-based enterprise integrations.API Integration: Configure request templates, response transformations, authentication, JSON payloads and error handling.Business Process Automation: Support transactional use cases such as customer authentication, account lookup, order status, case creation, service requests and appointment management.Knowledge-driven Experiences: Design and Configure knowledge-based Virtual Agent experiences using Genesys Cloud Knowledge where applicable.Guardrails: Design and Implement validation rules, business controls and safeguards before customer-impacting actions are executed.Fallback & Escalation: Configure fallback and human escalation mechanisms for unrecognized, failed or complex interactions.Solution Documentation: Prepare conversational designs, flow diagrams,



integration specifications and technical documentation.Testing & Deployment: Support unit testing, SIT, UAT, deployment and production stabilization.Performance Monitoring: Analyze Virtual Agent and bot performance using Genesys Cloud dashboards and reporting.Optimization: Monitor containment, intent accuracy, fallback, transfer and task-completion metrics and identify areas for improvement.Continuous Improvement: Optimize conversation flows, prompts, intents, integrations and knowledge content based on interaction analytics.Additional Skills / Positive to HaveExperience with Agent Assist / Agent Copilot.Exposure to Generative AI and LLM-based applications.Understanding of Industry specific prompt engineering, grounding and hallucination mitigation.Experience integrating Genesys Cloud with Salesforce, ServiceNow or Microsoft Dynamics.Knowledge of API management and integration platforms.Experience with AWS, Azure or Google Cloud.Understanding of event-driven integrations and webhooks.Awareness of Responsible AI and AI guardrail concepts.Genesys Cloud certifications are preferred.QualificationExperience: 4–8 years of overall experience in Contact Center / Customer Experience technologies, with relevant hands-on experience in Genesys Cloud CX.Candidates should have practical experience designing or implementing Conversational AI, Virtual Agent, Bot or intelligent self-service solutions , with exposure to Agentic AI and API-driven workflow orchestration preferred.Educational Qualification: Bachelor's degree in Engineering, Computer Science, Information Technology or a related discipline. Relevant Genesys / Cloud / AI certifications are advantageous.

📌 Genesys Cloud – AVA & Agentic AI – Consultant || 7+ Years || Location: Bengaluru / Gurgaon / Mumbai (Pune)
🏢 client of NeerInfo Solutions
📍 Pune