Management Consultant / Analyst - Genesys (Contact Center Solutions)
We are looking for motivated professionals to join our Strategy & Consulting Global Network SONG Practice as Management Consultants specializing in Genesys (Contact Center Solutions). In this role, you will work with leading global clients to design, implement, and optimize customer service strategies that drive business transformation and deliver measurable results.
Key Responsibilities
- Genesys Cloud Expertise:
- Plan, design, implement, and configure Genesys Cloud solutions.
- Integrate Genesys Cloud with enterprise systems to deliver seamless customer experiences.
- Utilize Genesys tools such as Architect, Admin, and Collaborate to implement multichannel contact center applications.
- Customer Interaction Solutions:
- Design and deliver customer interaction solutions across multiple channels (IVR, web, email, chat, SMS, social media, etc.).
- Apply a deep understanding of industry-specific customer service processes and operations.
- Analyze and recommend solutions for contact center functions, products, and technologies, including AI and Gen AI solutions.
- Work effectively in high-paced, complex projects, ensuring successful outcomes for clients.
Requirements
- Must-Have Skills:
- Proven expertise in Genesys Cloud, including design and implementation.
- Strong understanding of contact center operations and consulting.
- Good-to-Have Skills:
- Experience with CCaaS/Customer Service solutions such as:
- Genesys PureConnect, Genesys Engage
- Amazon Connect, Nice, Verint, Cisco, Five9
- Sprinklr, Twilio, Salesforce, ServiceNow
- Adobe, Microsoft Azure, Google Cloud
Qualifications
- Experience:
- 210 years of relevant experience in designing and implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud.
- Education:
- Bachelor's Degree in Computer Science, Engineering, or Telecommunications.
