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 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 integrati

📌 Genesys AI Solutions Expert (León)
🏢 Ubique Systems
📍 León