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 functionalities in relation to business needs

• Identify limitations of the platform, configuration options, and gaps in integration

• Design AI-enhanced contact center solutions, including knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents

• Configure and test features of Genesys Cloud

• Develop prototypes and proof of concepts

• Confirm the technical feasibility of proposed solutions

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

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

• Prepare solution assessments along with 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 capabilities

• Knowledge of how the quality of knowledge impacts AI results, including 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

• Proficient in presenting technical recommendations to both business and technical audiences

• Eligibility to obtain and maintain a Government of Canada security clearance

• Experience 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

• Bilingual proficiency in English and French

🏝️ Benefits

• Comprehensive compensation and benefits package

• Health insurance

• Language courses

• Relocation program

• Opportunities for professional development

• Certification programs

• Mentorship and talent investment initiatives

• Internal mobility options

• Internship opportunities

• Engaging projects for leading global clients

• Inclusive and supportive workplace culture

• Open lines of communication

• Regular team-building and company social events