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Description:
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
Expertise
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.
