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Descripción del puesto / Funciones
The service provider’s personnel will serve as a Genesys Expert, the main objective is to support entities design, implement, and optimize Genesys contact center solutions integrated with AI/GenAI capabilities to support transformational customer service strategies. Drive innovation through AI‑driven automation such as chatbots, virtual assistants, or predictive analytics, ensuring seamless, intelligent customer interactions across all channels, while supporting the digital evolution of our global organization.
Deliverables
* Leading initiatives for new AI modules or features within Genesys to support innovation and digital transformation efforts.
* Collaborating with stakeholders from different entities to understand local Contact Center processes and translating these into scalable, AI‑enabled solutions aligned with global digital transformation strategies.
* Support in developing and managing contact routing logic, IVR flows, and automation workflows that leverage AI to predict customer needs, reduce handle times, and improve first contact resolution.
* Support the integration of Genesys with telephony infrastructure, CRM systems, and AI platforms to create intelligent, omnichannel customer journeys.
* Supporting the deployment and continuous improvement of AI‑powered chatbots, virtual assistants, and machine learning models for customer service enhancement.
* Conducting training and knowledge transfer on AI features and best practices to local teams globally.
* Ensuring compliance with security, privacy, and industry standards during all phases of AI‑enabled solution deployment and operation.
* Monitoring system performance metrics, analyzing data, and generating insights to improve AI‑based automation and customer experience strategies.
Requisitos mínimos
* Proven expertise with Genesys platforms (Cloud, PureConnect, or Enterprise editions), with a focus on integrating AI‑driven customer engagement solutions.
* Proven track record leading global contact center projects that leverage AI to transform customer service and operational workflows.
* Deep understanding of contact center processes, including call routing, IVR, multi‑channel interactions, and workforce management, with an emphasis on AI‑enabled automation.
* Expertise with deploying AI technologies such as chatbots, virtual assistants, natural language processing, and machine learning within contact centers.
* Prior involvement in integrating Genesys with AI platforms and cloud services for intelligent automation.
Technical Expertise
* Expertise in Genesys configuration, scripting, and customization tools (Genesys Designer, Studio, Configuration Manager).
* Strong expertise in AI integration within Genesys, including chatbot development, NLP, and machine learning workflows.
* Familiarity with APIs, web services, and cloud‑based AI platforms (e.g., Google AI, Azure Cognitive Services, IBM Watson).
* Expertise with designing and deploying predictive routing, sentiment analysis, and AI‑powered self‑service solutions.
* Analytical expertise to monitor system and AI model performance, diagnose issues, and optimize solutions.
* English environment is mandatory, with the ability to articulate complex AI and technical concepts to stakeholders across diverse cultural backgrounds.
* Collaborate effectively across regions and functions.
* Innovative with interest for leveraging AI to improve customer experience and operational agility.
* Proactive, adaptable, and capable of managing multiple initiatives in a fast‑evolving environment.
* Leadership qualities to foster collaboration, influence stakeholders, and drive successful AI‑enabled transformation projects.
* Customer‑centric, committed to delivering innovative, intelligent solutions that elevate service quality.
Idiomas
English: Fluent
¿Quiénes somos?
Pasiona Consulting es una consultora tecnológica, partner de Microsoft, dedicada al diseño, desarrollo e implementación de aplicaciones de software a medida para clientes de múltiples sectores.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Software Development
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