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

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 business and operational costs.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Genesys contact center solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• Design AI agents that understand customer goals and execute multi-step workflows across enterprise systems.
• Establish guardrails, validation rules, action boundaries, and business controls for AI-driven execution.
• Advise clients on Genesys Cloud AI capabilities, risk mitigation, and adoption.
• Collaborate with enterprise architects, product teams, security teams, AI leadership, and Customer Service leadership.