Senior Genesys Cloud PS Consultant, Genesys AI experience

This is a fully remote position, open to applicants in Canada.

📋 Description

• Facilitate discovery workshops

• Collect, document, and prioritize business requirements in collaboration with stakeholders and contact center teams

• Evaluate Genesys Cloud AI capabilities in relation to business requirements

• Identify platform constraints, configuration alternatives, and integration gaps

• Create AI-driven contact center solutions focusing on knowledge management, knowledge surfacing, agent support, interaction summarization, and virtual agents

• Configure and test features of Genesys Cloud

• Develop prototypes and proof of concepts

• Confirm the technical feasibility of suggested solutions

• Analyze technical architecture and integration possibilities among Genesys Cloud AI, enterprise knowledge repositories, and internal applications

• Evaluate implementation efforts, licensing, AI consumption, integration expenses, and ongoing operational needs

• Prepare solution evaluations and recommendations

• Document insights and risks

• Present results to business and technical stakeholders

⛳️ Requirements

• Over 7 years of experience in enterprise technology consulting, solution consulting, or contact center transformation

• Practical experience with Genesys Cloud CX, including platform configuration and solution deployment

• Familiarity with knowledge bases, Architect, bot flows, or Data Actions

• Hands-on experience with Genesys Cloud AI functionalities

• Knowledge of knowledge surfacing, semantic search, interaction summarization, agent assistance, and virtual agents

• Ability to convert business requirements into solution designs and validate recommendations through configuration, testing, or proof of concept

• Excellent analytical, communication, and stakeholder management skills

• Must be eligible to obtain and maintain a Government of Canada security clearance

• Bilingual proficiency in English and French is a plus

• Certification in KCS, KMI, ITIL, or Lean Six Sigma is desirable

• Experience with AI licensing, consumption models, implementation costs, and total cost of ownership is advantageous

🏝️ Benefits

• Comprehensive compensation and benefits package

• Health insurance

• Language courses

• Relocation assistance

• Opportunities for professional development

• Access to certification programs

• Mentorship and talent investment initiatives

• Internal mobility prospects

• Internship opportunities

• Engaging projects for leading global clients

• Supportive and inclusive work environment

• Regular company social events for team building