Descripción del puesto / Funciones
Description:
The service provider’s personnel will serve as a Genesys Expert, the main objective is to support entities design, implement, and optimize Genesys contact center solutions integrated with AI/GenAI capabilities to support transformational customer service strategies. Drive innovation through AI-driven automation such as, chatbots, virtual assistants, or predictive analytics, ensuring seamless, intelligent customer interactions across all channels, while supporting the digital evolution of our global organization.
Deliverables:
• Leading initiatives for new AI modules or features within Genesys to support innovation and digital transformation efforts.
• Collaborating with stakeholders from different entities to understand local Contact Center processes and translating these into scalable, AI-enabled solutions aligned with global digital transformation strategies.
• Support in developing and managing contact routing logic, IVR flows, and automation workflows that leverage 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.
• Supporting the deployment and continuous improvement of AI-powered chatbots, virtual assistants, and machine learning models for customer service enhancement.
• Conducting training and knowledge transfer on AI features and best practices to local teams globally.
• Ensuring compliance with security, privacy, and industry standards during all phases of AI-enabled solution deployment and operation.
• Monitoring system performance metrics, analyzing data, and generating insights to improve AI-based automation and customer experience strategies.