#ACN I&P - GN - SONG - Service - Genesys - Senior Manager

Job Description

Job Title

Genesys + Senior Manager + I&P GN

Management Level

Level 6 - Senior Manager

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must have skills

Genesys Cloud; Genesys Cloud Agentic 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; CCaaS or Customer Service consulting; Prompt Engineering; Responsible AI; Enterprise AI Governance

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 business and operational costs.
• •Create business cases and strategic transformation roadmaps based on market trends.
• •Support the sale and delivery of Genesys contact center solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• •Design AI agents that understand customer goals and execute multi-step workflows across enterprise systems.
• •Establish guardrails, validation rules, action boundaries, and business controls for AI-driven execution.
• •Advise clients on Genesys Cloud AI capabilities, risk mitigation, and adoption.
• •Collaborate with enterprise architects, product teams, security teams, AI leadership, and Customer Service leadership.

Professional & Technical Skills

• •Experience assessing and benchmarking Customer Service operations and developing improvement business cases.
• •Genesys Cloud delivery expertise across Agentic AI, Conversational AI, enterprise integration, innovation, thought leadership, and AI governance.
• •Experience implementing Genesys Native AI or integrating Genesys Cloud with AI platforms and third-party industry LLMs.
• •Experience leading Genesys Cloud RFP and RFI responses and CCaaS engagements using Agentic AI agents and tools.
• •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.

About Our Company | Accenture

Experience

Minimum 8+ years of experience is required

Educational Qualification

MBA from a Tier 1 institute

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.