Role Overview
We are seeking a highly skilled Genesys Professional Services (PS) Consultant with experience in deploying contact center solutions within the banking and financial services industry. This role involves the end-to-end delivery of Genesys Cloud CX (or Engage) solutions that support digital transformation and enhance customer engagement through secure, compliant, and scalable architecture.
Key Responsibilities
- Collaborate with banking stakeholders to understand business, compliance, and security requirements for customer engagement platforms.
- Design and implement secure, scalable Genesys-based contact center solutions across voice, chat, email, and digital channels.
- Build and optimize call routing logic, IVR flows, bots, and automation specific to banking use cases (e.g., balance inquiries, fraud alerts, loan servicing).
- Integrate Genesys with core banking systems, CRMs (e.g., Salesforce, Temenos), fraud detection systems, and authentication platforms.
- Ensure adherence to industry standards and regulations (e.g., PCI-DSS, GDPR, RBI/FINMA compliance, etc.).
- Support UAT, production cutover, and post-implementation performance tuning.
- Provide training to bank agents, supervisors, and IT admins on Genesys tools and dashboards.
- Act as a trusted advisor for CX transformation initiatives in digital banking and branchless services.
Requirements
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related technical discipline.
- 4+ years of experience in Genesys platforms (Cloud CX, Engage, or Multicloud), preferably in the BFSI domain.
- Strong understanding of telephony systems, VoIP/SIP, CTI, and omnichannel routing.
- Hands-on experience designing IVRs, outbound campaigns, and self-service flows in a regulated environment.
- Solid understanding of APIs, secure integrations, and customer identity verification flows.
- Familiarity with high-availability, disaster recovery, and data privacy principles in financial institutions.
- Excellent communication and stakeholder management skills, especially with non-technical banking teams.
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