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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Description
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized self-service IVR and AI driven bot applications across all Genesys platforms. In this role, candidate will get exciting opportunities to work on the latest AI technologies to provide top class CX using in-house Genesys bots as well as – Google, Amazon, Nuance etc. Candidate must have experience as a conversational designer for enterprise voicebots and chatbots. Services provided by the candidate will include design consulting, team and project leading, customer training, team education and running customer workshops.
In this role, you will often be working closely with our customers (Business owners and technical SMEs), sales teams and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines. This role is a senior contributor with the ability to lead major self-service project efforts through presales, discovery, design, and development, and come up with IVR and bot interaction designs. The candidate should have both breadth and depth of technical knowledge and experience designing, analyzing and delivering IVR and bots (voice and chat).
You will also get the opportunity to work on intent model design and development, working with natural language models, AI-driven predictive routing, speech recognition, Generative AI, and IVR Applications built for Genesys Cloud solutions spanning DTMF through advanced speech and natural language applications with web service integration to 3rd party platforms. The goal of the role is always to provide the best customer experience for our customers and partners.
Responsibilities
- Participate in discovery process, leading the SS&AI team efforts to understand customer needs and help identify, document and estimate self-service solutions.
- Lead customer workshops to help design solutions using our products using awareness of Genesys and 3rd party product nuances.
- Create and maintain conversational design flows in alignment with customer expectations for intent detection, speech recognition, directed dialogue and hand off to agents.
- Present and demonstrate proposed IVR solutions as required. This includes presentation of flows, adjusting and updating logic as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
- Maintain and keep up to date with changes in Genesys self-service technology and 3rd party bot platforms and associated AI technologies supported by professional services.
- Work with Genesys technical teams and business partners to design, develop and maintain Bots, IVRs and routing applications for speech interactions and chat interactions.
- Create accurate development effort estimates in collaboration with the sales team, sales engagement directors, team manager, Professional Services project managers or regional managers.
- Work as a team player to the organization. Providing feedback to the product organization about issues found in APIs, product, documentation or architectures.
Qualifications
- Hands on experience with conversational AI and professional services projects in a technical capacity
- Proven ability to design and deliver enterprise AI bot applications which include intent detection, speech applications, routing and development experience in a variety of bot platforms tools
- 5+ Years of experience with bot conversation design, including voice bots
- Practical experience designing conversational IVR solutions in tools such as Genesys Architect, Dialog Engine, Google Dialogflow, Amazon Lex and Nuance Mix.
Familiarity with the following is a plus:
- Experience with grammar development or working closely with speech scientists and with speech recognition engines.
- Experience architecting, developing and deploying bots
- GCP or AWS certification.
- Genesys Cloud certification.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.
This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.