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 against identified business needs.

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

• Design AI-driven contact center solutions that encompass knowledge management, knowledge surfacing, agent support, interaction summarization, and virtual agents.

• Configure and test features within Genesys Cloud.

• Create prototypes and proofs of concept.

• Assess the technical feasibility of proposed solutions.

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

• Evaluate the effort required for implementation, licensing, AI usage, integration expenses, and ongoing operational needs.

• Develop solution assessments and provide recommendations.

• Record findings and potential risks.

• Present results to both business and technical stakeholders.

⛳️ Requirements

• Over 7 years of experience in enterprise technology consulting, solution consulting, or transforming contact centers.

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

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

• Hands-on knowledge of Genesys Cloud AI functionalities.

• Comprehension 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 expenses, and total cost of ownership is a plus.

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

• Bilingual proficiency in English and French is a bonus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Language training opportunities.

• Relocation assistance program.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities available.

• Engage in impactful projects for leading global clients.

• Enjoy an inclusive and supportive workplace.

• Participate in regular team-building social events.