ACN I&P - GN - SONG - Service - Genesys - Manager

Job Description

Job Title

Genesys + Manager + I&P GN

Management Level

Level 7 - Manager

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must Have Skills

Genesys Cloud; Genesys Cloud Agentic and Conversational AI; CX Transformation; CCaaS Advisory and Solution Architecture; CCaaS Consulting; Business Case Creation and Value Realization; Industry Solutions Consulting

Good To Have Skills

Genesys PureConnect; Genesys Engage; consulting experience across CCaaS and Customer Service solutions

Job Summary

As a Genesys professional within the I&P Global Network Song practice, you will help address customer-facing challenges across sales, service, and marketing. You will contribute to transformation services across Marketing Transformation, Connected Commerce, and Advanced Customer Engagement, helping clients optimize marketing, sales, and customer service strategies.

Roles & Responsibilities

• Develop and execute contact center strategic initiatives, including AI and GenAI strategy, to improve customer experience and optimize costs.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Genesys contact center solutions, including product overviews, partner readiness, pricing, documentation, and first-call presentations.
• Lead discovery, requirements, and solution-design workshops with business and technology stakeholders.
• Collaborate with enterprise architects, product teams, security teams, AI governance teams, and Customer Service leadership.
• Assess customer journeys and determine appropriate use of deterministic automation, Conversational AI, Generative AI, or Agentic AI.
  
  

Professional & Technical Skills

• Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.
• Experience implementing Conversational AI, Agentic Virtual Agent, or contact center automation with workflow orchestration and enterprise integrations.
• Experience implementing Genesys Native AI or integrating Genesys Cloud with AI platforms and third-party industry LLMs.
• Experience driving Genesys Cloud RFP and RFI responses.
• Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
• Knowledge of on-premises, cloud, and hybrid-cloud economics, pricing, and total cost of ownership.
  
  

Additional Information

• Opportunity to work on transformative projects with key G2000 clients.
• Potential to co-create with strategy leaders, industry experts, enterprise function practitioners, and business intelligence professionals.
• Opportunity to develop strategy and consulting acumen through personalized learning.
• Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.
  
  

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