Job Description - Genesys Manager

Management Level: Manager

Job Summary

Join a team of consultants focused on solving customer-facing challenges across sales, service, and marketing functions. The role involves supporting organizations in transforming their customer engagement strategies through innovative solutions and advanced technologies. The position contributes to initiatives such as marketing transformation, connected commerce, and advanced customer engagement to help organizations improve operational efficiency, enhance revenue opportunities, and increase customer satisfaction.

Roles & Responsibilities

- Develop and execute contact center strategic initiatives, including AI and Generative AI strategies to improve customer experience and optimize operational costs.

- Create business cases and strategic transformation roadmaps based on market trends.

- Support the design and delivery of Genesys-based contact center solutions including presentations, documentation, and solution overviews.

- Collaborate with partners and stakeholders to strengthen strategic relationships and support solution delivery.

- Develop requirements based on leadership inputs including performance reporting, issue resolution, and conflict management.

Professional & Technical Skills

- Experience in Customer Service Operations including contact center channels and operational assessments.

- Experience implementing multichannel self-service, IVR, and omnichannel routing solutions using Genesys platforms.

- Strong knowledge of customer service operations across voice and non-voice channels such as SMS, email, and chat.

- Ability to identify customer needs through technical assessments and articulate business value.

- Knowledge of on-premises, cloud, and hybrid architectures including cost and pricing considerations.

- Hands-on experience with Genesys administration and related tools such as Architect, Composer, Designer, and related framework components.

Additional Information

- Opportunity to work on large-scale transformation projects with global enterprise clients.

- Collaborate with strategy leaders, industry experts, and business professionals to develop innovative solutions.

- Work in an environment that promotes responsible business practices and professional growth.

- Access to training and development programs to enhance consulting and industry expertise.

- Inclusive and collaborative work culture supporting innovation and knowledge sharing.