Genesys CX Solution Consultant

The Senior Genesys CX Consultant has the responsibility of shaping the end-to-end customer journey, understanding the business and technical challenges and create the technical strategy and architecture. He/she has an end-to-end expertise in Genesys and in its eco-System and can consult customers on picking up the right tools and architecture for their business requirements. The CX consultant has extensive understanding of CX business and technical domains and can be the bridge between them.

Responsibilities:

• Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey.

• Identify the use cases and the integration strategies such as: Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs.

• Become client trusted advisor and contribute to customer Digital and AI Transformation.

• Develop CX roadmap and technical mappings for the next gen Customer eXperience.

• Recognize and assess client key business drivers and challenges.

• Articulate service strategy (refine, refresh, change, optimize) in the relevant digital domain.

• Engage and partner with customers to jointly develop the architecture matching requirements and constraints.

• Produce customized architecture standards.

• Produce complex design documents.

• Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring,).

Skills Profile:

Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System.

CX and Genesys Cloud Expertise:

• Expert level knowledge and hands on experience of in Genesys Cloud and the eco-system of CX

• Expert level knowledge and hands on experience in one or multiple of the following:

o Analytics (Voice, Sentiment etc.)

o Knowledge Management

o Predictive Engagement

o AI use cases: Auto Summary, Agent Assist, AI agent etc.

o Digital Channels

o AI/Bots (Google, Amazon, KoreAI, Omilia, Amelia)

• Hands on experience with integration of CRM tools such as SAP, Sales Force, MS Dynamics.

• Experience with Workforce Management and related tools.

• Contact center organization and operation to be able to understand customer needs and translate them into a high level design

• Good understanding of the RPA,AI solutions

Other skills and experience

• Effective customer senior management communication.

• Ability to handle complex situations (internal and customer facing).

• Expert level in the integration and implementation of at least one specific digital domain (to be listed according to requirements)

• Fluent in English

• Understand market trends, technical and business issues associated with the CX/CC industry.

• Program and/or project management skills are a plus.

We Offer 

• Ongoing support from a dedicated agent, taking care of your project continuity, client contact, necessary formalities, work comfort and development, 

• Consultant Development Program – advice on growth planning based on the latest trends and market needs in IT, including consultations with agents and growth mentors, 

• Access to 7N Learning & Development – a development and educational platform with webinars, a library of articles and industry reports, and regular invitations to one-time and recurring development events – technical, business, and lifestyle, 

• Spectacular integration events, both for you (e.g., annual Kick-Off trip, Christmas parties, or Summer Olympics sports events) and for your loved ones (e.g., family picnics, movie premieres), 

• Professional development not only during the project – you can get involved in knowledge transfer to others within the 7N Services offering directed at 7N clients, 

• Relationships and access to the knowledge of the most experienced IT experts in the market – the average professional tenure of our consultants in Poland is over 10 years, 

• A complete benefits package, including funding for medical care, life insurance, sports cards for you and your loved ones, as well as discounts in stores in Poland and abroad. 

About 7N 

Constantly searching for projects, difficult rate negotiations, lack of development support – sound familiar? At 7N, you gain not only stability of contracts but also the personal involvement of a dedicated agent who ensures your professional comfort and continuous access to development initiatives. 

Our goal is to provide you with stable and comfortable cooperation, contributing to your success as an IT expert and the success of our clients. We build long-lasting relationships based on Scandinavian values and 30 years of experience in creating IT solutions for over 200 organizations.