Work mode: Hybrid, 1 to 2 days onsite per week

Requirement:

- Minimum 5 years of experience with Genesys platforms (Cloud, PureConnect or Enterprise editions), with a focus on integrating AI-driven customer engagement solutions.
- Proven track record leading global contact center projects leveraging AI to transform customer service and operational workflows.
- Solid knowledge of contact center processes: call routing, IVR, multi-channel interactions and workforce management, with an emphasis on AI-enabled automation.
- Experience deploying AI technologies such as chatbots, virtual assistants, natural language processing and machine learning within contact centers.
- Experience integrating Genesys with AI platforms and cloud services for intelligent automation.
- Genesys configuration, scripting and customization tools: Genesys Designer, Studio, Configuration Manager.
- AI integration within Genesys, including chatbot development, NLP and machine learning workflows.
- APIs, web services and cloud-based AI platforms (e.g. Google AI, Azure Cognitive Services, IBM Watson).
- Design and deployment of predictive routing, sentiment analysis and AI-powered self-service solutions.
- Monitoring of system and AI model performance, issue diagnosis and solution optimization.
- Ability to articulate complex AI and technical concepts to stakeholders across diverse cultural backgrounds.




- Fully English-speaking working environment.

Role:

- Drive initiatives for new AI modules and features within Genesys to support innovation and digital transformation efforts.
- Work with stakeholders from different entities to understand local contact center processes and translate them into scalable, AI-enabled solutions aligned with general digital transformation strategies.
- Support the development and management of contact routing logic, IVR flows and automation workflows leveraging AI to predict customer needs, reduce handle times and improve first contact resolution.
- Support the integration of Genesys with telephony infrastructure, CRM systems and AI platforms to create intelligent, omnichannel customer journeys.
- Support the deployment and continuous improvement of AI-powered chatbots, virtual assistants and machine learning models for customer service enhancement.
- Conduct training and expertise transfer on AI features and best practices to local teams globally.
- Ensure compliance with security, privacy and industry standards during all phases of AI-enabled solution deployment and operation.
- Monitor system performance metrics, analyze data and generate insights to improve AI-based automation and customer experience strategies.

📌 Genesys AI Solutions Expert - Senior Business Analyst (Barcelona)
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