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 needs.

• Identify platform constraints, configuration alternatives, and integration gaps.

• Create AI-driven contact center solutions encompassing knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.

• Configure and test functionalities of Genesys Cloud.

• Develop prototypes and proof of concepts.

• Confirm the technical viability of suggested solutions.

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

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

• Prepare solution evaluations and recommendations.

• Document findings and associated risks.

• Present results to both 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 implementation, such as knowledge bases, Architect, bot flows, or Data Actions.

• Hands-on experience with Genesys Cloud AI functionalities.

• Knowledge of how the quality of knowledge impacts AI outcomes, such as knowledge surfacing, semantic search, interaction summarization, agent assistance, and virtual agents.

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

• Strong analytical, communication, and stakeholder management abilities.

• Proficiency in presenting technical recommendations to both business and technical audiences.

• Eligibility to acquire and maintain a Government of Canada security clearance.

• Familiarity with AI licensing, consumption models, implementation costs, and total cost of ownership.

• Certification in a recognized knowledge management or service management framework, such as KCS, KMI, or ITIL, or Lean Six Sigma is a plus.

• Bilingual proficiency in English and French is a plus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Involvement in impactful projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building social events.