#ACN I&P - GN - SONG - Service - Genesys - Manager
Job Description
Job Title
Genesys + Manager + I&P GN
Management Level
Level 7 - Manager
Location
Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad
Must have skills
Genesys Cloud; Genesys Cloud Agentic and Conversational 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; consulting experience across CCaaS and Customer Service solutions
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 costs.
- Create business cases and strategic transformation roadmaps based on market trends.
- Support the sale and delivery of Genesys contact center solutions, including product overviews, partner readiness, pricing, documentation, and first-call presentations.
- Lead discovery, requirements, and solution-design workshops with business and technology stakeholders.
- Collaborate with enterprise architects, product teams, security teams, AI governance teams, and Customer Service leadership.
- Assess customer journeys and determine appropriate use of deterministic automation, Conversational AI, Generative AI, or Agentic AI.
Professional & Technical Skills
- Experience in Customer Service operations, contact center channel assessment, benchmarking, gap analysis, and business-case development.
- Experience implementing Conversational AI, Agentic Virtual Agent, or contact center automation with workflow orchestration and enterprise integrations.
- Experience implementing Genesys Native AI or integrating Genesys Cloud with AI platforms and third-party industry LLMs.
- Experience driving Genesys Cloud RFP and RFI responses.
- 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
Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
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.