Job description: Daily rate: 425€/day
Project Details
- Location: Barcelona, Spain
- Work mode: Hybrid, 1 to 2 days onsite per week
- Start date: ASAP
- Duration: Until 31/12/2026
- Extension possibility: Yes
- Language(s): English (mandatory)

Project Summary

We are looking for a Genesys expert to drive AI-enabled initiatives across our global contact center platform. The role covers the design and deployment of new AI modules and features within Genesys, the integration of the platform with telephony infrastructure, CRM systems and cloud AI services, and the continuous improvement of AI-powered automation for customer service. The position also involves working with stakeholders from different entities to translate local contact center processes into scalable solutions aligned with our global digital transformation strategy.

Requirements:
Main Responsibilities & Key Activities
- 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 integral 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 metri

📌 Genesys Ai Solutions Expert (Barcelona)
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