7+ years in enterprise technology consulting or contact center transformation.
Hands-on experience with Genesys Cloud CX configuration and implementation.
Practical knowledge of Genesys Cloud AI capabilities.
Understanding of knowledge quality's impact on AI outcomes.
Ability to translate business needs into technical solutions and validate them.
Strong analytical and communication skills for stakeholder engagement.
Eligibility for Government of Canada security clearance.
Responsibilities
Lead discovery workshops to gather and prioritize business requirements.
Assess Genesys Cloud AI capabilities against business needs and identify limitations.
Design AI-powered contact center solutions, including knowledge management and virtual agents.
Configure and test Genesys Cloud features, building prototypes and proof of concepts.
Evaluate technical architecture and integration options with enterprise systems.
Assess implementation efforts, costs, and operational requirements.
Prepare solution assessments and present findings to stakeholders.
Benefits
Culture of Relentless Performance with a 99% project success rate.
Comprehensive compensation and benefits package, including health insurance.
Opportunities for professional development and certification programs.
Collaborate on impactful projects for top global clients.
Inclusive and supportive multicultural work environment.
Commitment to social sustainability and community empowerment.
Full Job Description
We are looking for a Senior Genesys Cloud PS Consultant with Genesys AI experience to support enterprise clients in evaluating, designing, and validating AI-powered contact center solutions built on Genesys Cloud CX.
The role combines business consulting, platform expertise, and hands-on technical validation. The consultant will work closely with business stakeholders, contact center operations, and technical teams to translate business requirements into practical Genesys Cloud AI solutions, assess platform capabilities and limitations, and provide evidence-based recommendations.
Responsibilities
Leading discovery workshops and gathering, documenting, and prioritizing business requirements with stakeholders and contact center teams.
Assessing Genesys Cloud AI capabilities against business requirements and identifying platform limitations, configuration options, and integration gaps.
Designing AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.
Configuring and testing Genesys Cloud features, building prototypes, proof of concepts, and validating the technical feasibility of proposed solutions.
Evaluating technical architecture and integration options between Genesys Cloud AI, enterprise knowledge repositories, and internal applications.
Assessing implementation effort, licensing, AI consumption, integration costs, and ongoing operational requirements.
Preparing solution assessments and recommendations, documenting findings and risks, and presenting outcomes to business and technical stakeholders.
Qualifications
7+ years of experience in enterprise technology consulting, solution consulting, or contact center transformation.
Hands-on experience with Genesys Cloud CX, including platform configuration and solution implementation, such as knowledge bases, Architect, bot flows, or Data Actions.
Practical experience with Genesys Cloud AI capabilities.
Understanding of how knowledge quality affects AI outcomes, including knowledge surfacing, semantic search, interaction summarization, agent assistance, and virtual agents.
Ability to translate business requirements into solution designs and validate recommendations through configuration, testing, or proof of concept.
Strong analytical, communication, and stakeholder management skills, with the ability to present technical recommendations to business and technical audiences.
Eligibility to obtain and maintain a Government of Canada security clearance.
Nice to Have
Experience with AI licensing, consumption models, implementation costs, and total cost of ownership.
Certification in a recognized knowledge management or service management framework, such as KCS, KMI, or ITIL, or Lean Six Sigma.
bilingual English/French proficiency.
Additional Information
We offer:
Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
