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 support, interaction summarization, and virtual agents

• Configure and test features of Genesys Cloud

• Develop prototypes and proofs of concept

• Confirm the technical viability of proposed solutions

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

• 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

• Hands-on experience with Genesys Cloud CX, including platform configuration and solution deployment

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

• Practical knowledge of Genesys Cloud AI capabilities

• Understanding of 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

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

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

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

• Bilingual proficiency in English and French is an advantage

🏝️ Benefits

• Health insurance

• Language courses

• Relocation program

• Opportunities for professional development

• Certification programs

• Mentorship and talent investment programs

• Internal mobility opportunities

• Internship opportunities

• An inclusive and supportive work environment

• Regular team-building social events