#ACN I&P - GN - SONG - Service - Genesys - Consultant

Job Description 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 Important Notice We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.