Senior Genesys Cloud PS Consultant, Genesys AI experience

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

📋 Description

• Facilitate discovery workshops with business stakeholders and contact center teams.

• Collect, document, and prioritize business requirements.

• Evaluate Genesys Cloud AI capabilities in relation to business requirements.

• Identify platform limitations, configuration options, and gaps in integration.

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

• Configure and test features of Genesys Cloud.

• Develop prototypes and proofs of concept.

• Confirm the technical feasibility of proposed solutions.

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

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

• Prepare assessments and recommendations for solutions.

• 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 implementation.

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

• Practical experience with Genesys Cloud AI features.

• 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.

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

• Certifications in KCS, KMI, ITIL, or Lean Six Sigma are advantageous.

• 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.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events within the company.