Genesys Cloud Consultant in Europe

Andersen is hiring a Genesys Cloud Consultant in Europe to support large-scale digital transformation, building and enhancing enterprise web and e-commerce solutions within a multi-team, cloud-driven environment.

The customer is a large international technology company operating in the digital infrastructure and connectivity domain, providing telecommunications, cloud platforms, and advanced IT services for consumer and enterprise clients. The organization focuses on next-generation networks, cloud-native architectures, artificial intelligence, and cybersecurity, working with complex distributed systems, and continuously modernizing core services to support global digital transformation.

The project is a large-scale digital transformation initiative with a high volume of parallel projects, focused on building and evolving web and e-commerce platforms, AI-enabled features, and data-driven digital solutions within a dynamic, multi-team environment.

Responsibilities:

• Developing contact center architecture, configurating Genesys Cloud, Engage, or PureConnect systems, and integrating with existing IT infrastructure.

• Creating and optimizing Interactive Voice Response (IVR) and – Automatic Call Distribution (ACD) scenarios to efficiently process requests.

• Troubleshooting and ensuring the smooth operation of voice, chat, and email channels.

• Setting up omnichannel communication, including web chat, telephony, and CRM systems for accessing customer history.

• Configuring rights, roles, and licenses in the system.

• Sharing system operating methodologies with the client's internal experts, training users, and providing feedback.

• Ensuring increased customer service efficiency through optimization of Genesys technological processes.

Must-haves:

• Experience as a System Administrator or in a similar role for 4+ years.

• Basic technical understanding.

• Fundamental consulting skills (e.g., requirements management).

• Willingness to learn the contact center industry and gain in-depth knowledge of Genesys Cloud.

• Readiness to work hands-on with platform configuration and administration.

• Ability to manage 2–3 projects in parallel.

• Ability to support presales activities by delivering client demonstrations.

• Level of English – from Advanced and above.

• Level of German – from Intermediate and above.

Nice-to-haves:

• Experience conducting client workshops and creating concept documents.

• Basic knowledge of AI and experience working with prompts.

Reasons why this job would be interesting to you:

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc.;

• The opportunity to change the project and/or develop expertise in an interesting business domain;

• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee;

• The opportunity to earn additional up to 1,000 USD per month by participating in the company's activities;

• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated;

• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies);

• Certification compensation (AWS, PMP, etc);

• Referral program;

• English courses;

• Private health insurance and compensation for sports activities.

  
  

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