Role Summary
Accenture is seeking a Genesys Analyst or Consultant to join its Global Network SONG practice in Kuala Lumpur. This role focuses on designing and implementing advanced contact center solutions using Genesys Cloud to drive digital transformation for global clients.
Job Description
As a Genesys Analyst or Consultant, you will join the SONG practice to solve customer-facing challenges across sales, service, and marketing. You will plan, design, and implement Genesys Cloud solutions, focusing on multichannel self-service, IVR, and Omni-Channel Orchestration. The role involves analyzing contact center functions, suggesting AI and Gen AI technology recommendations, and integrating Genesys architecture with enterprise systems. You will work on complex, high-paced transformation projects for G2000 clients, driving cost reduction and enhancing customer satisfaction.
Job Requirements
Degree in Computer Science, Engineering, or Telecommunications.
2 to 10 years of experience in implementing multichannel self-service and Omni-Channel Routing.
Proficiency in Genesys Cloud architecture, including Architect, Admin, and Collaborate tools.
Hands-on experience with Voice and Non-Voice applications (SMS, Email, Chat, Social Media).
Deep understanding of industry-specific Customer Service processes and operations.
Ability to analyze and recommend contact center technology solutions including AI and Gen AI.
Experience integrating Genesys Cloud with various enterprise systems.
Strong record in designing customer interaction solutions across multiple channels.
Quick Info
Company
—
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
10 skills
Click to submit your application
Required Skills
Genesys Cloud
Contact Center Consulting
IVR
Omni-Channel Orchestration
Ccaas
AI
Gen AI
Customer Service Strategy
Systems Integration
Application Design
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