Job Description

Job Title
Genesys + Manager + I&P; GN
Management Level
Level 7 - Manager
Location
Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad
Must have skills
Genesys Cloud; Genesys Cloud Agentic and Conversational AI; CX Transformation; CCaaS Advisory and Solution Architecture; CCaaS Consulting; Business Case Creation and Value Realization; Industry Solutions Consulting
Valuable to have skills
Genesys PureConnect; Genesys Engage; consulting experience across CCaaS and Customer Service solutions

Job Summary
As a Genesys professional within the I&P; Global Network Song practice, you will help address customer-facing challenges across sales, service, and marketing. You will contribute to transformation services across Marketing Transformation, Connected Commerce, and Advanced Customer Engagement, helping clients optimize marketing, sales, and customer service strategies.
Roles & Responsibilities
- Develop and execute contact center strategic initiatives, including AI and GenAI strategy, to improve customer experience and optimize costs.




- Create business cases and strategic transformation roadmaps based on market trends.
- Support the sale and delivery of Genesys contact center solutions, including product overviews, partner readiness, pricing, documentation, and first-call presentations.
- Lead discovery, requirements, and solution-design workshops with business and technology stakeholders.
- Collaborate with enterprise architects, product teams, security teams, AI governance teams, and Customer Service leadership.
- Assess customer journeys and determine appropriate use of deterministic automation, Conversational AI, Generative AI, or Agentic AI.

Professional & Technical Skills
- Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.
- Experience implementing Conversational AI, Agentic Virtual Agent, or contact center automation with workflow orchestration and enterprise int

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