Senior Genesys Cloud PS Consultant, Genesys AI experience
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Job Description
Senior Genesys Cloud consultant designing and validating AI-powered contact center solutions for enterprise clients. Translating business requirements into Genesys Cloud CX architectures, prototypes, and recommendations.
Responsibilities:
- Lead discovery workshops
- Gather, document, and prioritize business requirements with stakeholders and contact center teams
- Assess Genesys Cloud AI capabilities against business requirements
- Identify platform limitations, configuration options, and integration gaps
- Design AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents
- Configure and test Genesys Cloud features
- Build prototypes and proof of concepts
- Validate the technical feasibility of proposed solutions
- Evaluate technical architecture and integration options between Genesys Cloud AI, enterprise knowledge repositories, and internal applications
- Assess implementation effort, licensing, AI consumption, integration costs, and ongoing operational requirements
- Prepare solution assessments and recommendations
- Document findings and risks
- Present outcomes to business and technical stakeholders
Requirements:
- 7+ years of experience in enterprise technology consulting, solution consulting, or contact center transformation
- Hands-on experience with Genesys Cloud CX, including platform configuration and solution implementation
- Experience with knowledge bases, Architect, bot flows, or Data Actions
- Practical experience with Genesys Cloud AI capabilities
- Understanding of knowledge surfacing, semantic search, interaction summarization, agent assistance, and virtual agents
- Ability to translate business requirements into solution designs and validate recommendations through configuration, testing, or proof of concept
- Strong analytical, communication, and stakeholder management skills
- Eligibility to obtain and maintain a Government of Canada security clearance
- Bilingual English/French proficiency is a nice-to-have
- Certification in KCS, KMI, ITIL, or Lean Six Sigma is a nice-to-have
- Experience with AI licensing, consumption models, implementation costs, and total cost of ownership is a nice-to-have
Benefits:
- Comprehensive compensation and benefits package
- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Impactful projects for top global clients
- Inclusive and supportive work environment
- Regular team-building company social events
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