Job Description

Job Title
Genesys + Consultant + I&P; GN
Management Level
Level 9 - Consultant
Location
Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad
Must have skills
Genesys Cloud; Genesys Cloud Agentic and Conversational AI; Contact Center Consulting; Functional and Technical CCaaS Consulting; Industry Consulting; CCaaS Team and Design Leadership
Positive to have skills
Genesys PureConnect; Genesys Engage; CCaaS and Customer Service solutions; Generative AI; LLM Concepts; Prompt Engineering; Responsible AI; AI Guardrails
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
- Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
- Plan, design,



implement, and configure Genesys Cloud CX or Engage.
- Discover, design, and implement Agentic Virtual Agent and Virtual Agent solutions for customer-service automation and self-service.
- Discover, design, and implement Genesys Copilot solutions for employee-experience use cases.
- Configure AI Guides and design, train, and optimize intents, entities, utterances, and NLU models.
- Integrate Genesys Cloud CX with enterprise systems and develop custom applications using Genesys platform SDKs and APIs.
- Deliver solutions across IVR, outbound voice, email, social media, chat, video, and synchronous or asynchronous messaging.

Professional & Technical Skills
- Design and application experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
- Hands-on solutioning experience for voice and non-voice applications using Genesys design and administration

📌 #ACN I&P (Bengaluru)
🏢 Accenture
📍 Bengaluru