#ACN I&P - GN - SONG - Service - Genesys - Senior Manager
Job Description
Job Title
Genesys + Senior Manager + I&P GN
Management Level
Level 6 - Senior Manager
Location
Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad
Must have skills
Genesys Cloud; Genesys Cloud Agentic AI; CX Transformation; CCaaS Advisory and Solution Architecture; CCaaS Consulting; Business Case Creation and Value Realization; Industry Solutions Consulting
Good to have skills
Genesys PureConnect; Genesys Engage; CCaaS or Customer Service consulting; Prompt Engineering; Responsible AI; Enterprise AI Governance
Job Summary
As a Genesys professional within the I&P Global Network Song practice, you will help address customer-facing challenges across sales, service, and marketing. You will contribute to transformation services across Marketing Transformation, Connected Commerce, and Advanced Customer Engagement, helping clients optimize marketing, sales, and customer service strategies.
Roles & Responsibilities
- Develop and execute contact center strategic initiatives, including AI and GenAI strategy, to improve customer experience and optimize business and operational costs.
- Create business cases and strategic transformation roadmaps based on market trends.
- Support the sale and delivery of Genesys contact center solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
- Design AI agents that understand customer goals and execute multi-step workflows across enterprise systems.
- Establish guardrails, validation rules, action boundaries, and business controls for AI-driven execution.
- Advise clients on Genesys Cloud AI capabilities, risk mitigation, and adoption.
- Collaborate with enterprise architects, product teams, security teams, AI leadership, and Customer Service leadership.
Professional & Technical Skills
- Experience assessing and benchmarking Customer Service operations and developing improvement business cases.
- Genesys Cloud delivery expertise across Agentic AI, Conversational AI, enterprise integration, innovation, thought leadership, and AI governance.
- Experience implementing Genesys Native AI or integrating Genesys Cloud with AI platforms and third-party industry LLMs.
- Experience leading Genesys Cloud RFP and RFI responses and CCaaS engagements using Agentic AI agents and tools.
- Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing on Genesys Cloud or Engage.
- Knowledge of on-premises, cloud, and hybrid-cloud economics, pricing, and total cost of ownership.
Additional Information
- Opportunity to work on transformative projects with key G2000 clients.
- Potential to co-create with strategy leaders, industry experts, enterprise function practitioners, and business intelligence professionals.
- Opportunity to develop strategy and consulting acumen through personalized learning.
- Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.
Experience
Minimum 8+ years of experience is required
Educational Qualification
MBA from a Tier 1 institute
Bengaluru
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.