Work mode: Hybrid, 1 to 2 days onsite per week Requirement: - Minimum 5 years of experience with Genesys platforms (Cloud, Pure Connect 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 (Madrid)
🏢 Ubique Systems
📍 Madrid