Genesys Cloud Analyst - Customer Engagement Solutions

Role Overview Join Accenture's Strategy and Consulting Global Network SONG Practice as a Genesys Analyst where you will design and implement advanced customer interaction solutions for Fortune 500 clients. You will work on complex transformation projects leveraging Genesys Cloud and Engage platforms to solve critical customer engagement challenges. This role offers the opportunity to work across multiple industry verticals while developing deep expertise in contact center solutions and omnichannel customer experience design. Key Responsibilities - Design, implement and configure multichannel customer interaction solutions using Genesys Cloud and Engage platforms across voice and non-voice channels including IVR, email, chat, SMS and social media - Analyze contact center functions and recommend technology solutions incorporating AI and generative AI capabilities to optimize customer service operations - Lead the planning, design and configuration of Genesys Cloud CX implementations with focus on complex enterprise integrations - Develop and implement customer interaction solutions across various channels with expertise in quality monitoring, workforce management and orchestration routing - Integrate Genesys Cloud CX with enterprise systems and develop custom applications using platform SDKs and APIs Required Qualifications - Engineering degree or MBA from a tier 1 institute - 2 to 8 years of hands-on design and application development experience with Genesys Cloud and Engage platforms - Functional expertise in voice and non-voice applications using Architect, Composer and Interaction Designer tools - Strong knowledge of contact center operations, customer service processes and omnichannel orchestration - Experience with IVR implementation, outbound voice solutions, email, chat, video and asynchronous messaging services Why Join Us Work on transformative initiatives with leading global clients while gaining exposure to cutting-edge technologies and industry best practices. Accenture provides personalized training modules, opportunities for strategy and consulting skill development, and a commitment to fostering an inclusive culture with boundaryless collaboration.

- Genesys Cloud and Engage platform expertise - Contact center analyst or consultant background - Functional and technical CCaaS consulting experience - IVR and omnichannel orchestration implementation skills - Genesys Architect, Composer and Admin tool proficiency - Integration with enterprise systems and API development - AI and generative AI solution deployment experience - Industry knowledge in communication, financial services, healthcare or resources - Strong design and technical architecture skills - Experience with CI/CD tools and development practices

- Opportunity to work on transformative projects with Fortune 500 clients - Collaboration with strategy leaders and industry experts - Personalized training modules for skill development - Exposure to emerging technologies and innovative solutions - Inclusive workplace culture committed to equality - Professional growth in strategy and consulting domain