Job Title

Genesys + Consultant + I&P GN

Management Level

Level 9 - Consultant

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must have skills

Genesys Cloud; Genesys Cloud Agentic and Conversational AI; Contact Center Consulting; Functional and Technical CCaaS Consulting; Industry Consulting; CCaaS Team and Design Leadership

Good to have skills

Genesys PureConnect; Genesys Engage; CCaaS and Customer Service solutions; Generative AI; LLM Concepts; Prompt Engineering; Responsible AI; AI Guardrails

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

• Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
• Plan, design, implement, and configure Genesys Cloud CX or Engage.
• Discover, design, and implement Agentic Virtual Agent and Virtual Agent solutions for customer-service automation and self-service.
• Discover, design, and implement Genesys Copilot solutions for employee-experience use cases.
• Configure AI Guides and design, train, and optimize intents, entities, utterances, and NLU models.
• Integrate Genesys Cloud CX with enterprise systems and develop custom applications using Genesys platform SDKs and APIs.
• Deliver solutions across IVR, outbound voice, email, social media, chat, video, and synchronous or asynchronous messaging.

Professional & Technical Skills

• Design and application experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
• Hands-on solutioning experience for voice and non-voice applications using Genesys design and administration tools.
• Understanding of Genesys architecture, Architect, Admin, Collaborate, platform SDKs, APIs, and CI/CD tools.
• Knowledge of Agentic AI, Conversational AI, Generative AI, LLMs, prompt engineering, responsible AI, and guardrails.
• Experience delivering customer interaction solutions across channels, quality monitoring, workforce management, gamification, BYOC Edges, and recording.

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.

About Our Company | Accenture

Experience

5-8 years of experience is required

Educational Qualification

Engineering degree or MBA from a Tier 1 institute

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.