[Hiring] Genesys AI & Telephony Solution Architect @Collective

Role Description

A company leader in the insurance sector is accelerating a global AI transformation within the Customer Service & Telephony ecosystem. As part of a transversal program supporting more than 12 international entities, the role focuses on designing, implementing, and optimizing Genesys-based contact center solutions enhanced with AI/GenAI capabilities. The mission aims to deliver intelligent omnichannel customer experiences, introduce advanced AI modules, and modernize telephony processes while ensuring alignment with the organization’s global digital strategy.

• Lead initiatives to design and deploy new AI modules, voice bots, and GenAI-enabled features within the Genesys ecosystem.
• Collaborate with business and technical stakeholders across entities to assess contact center needs and translate them into scalable, AI-driven solutions.
• Define and optimize contact routing logic, IVR flows, and automation workflows using AI, predictive analytics, and NLP.
• Integrate Genesys with telephony infrastructure, CRM platforms (e.g., Salesforce), and external AI services/orchestrators.
• Guide entities on best practices for AI adoption, Genesys capabilities, architecture, and integration mechanisms.
• Support the deployment and continuous improvement of chatbots, virtual assistants, and machine learning models for customer service enhancement.
• Ensure compliance with security, privacy, and regulatory requirements across all AI-enabled initiatives.
• Monitor system and AI model performance, analyze metrics, and generate insights to improve customer experience and operational efficiency.
• Conduct training and global knowledge transfer to strengthen local capabilities.

Qualifications

• Proven experience with Genesys (Cloud, PureConnect, or Enterprise), including AI-enabled customer engagement solutions.
• Strong background leading global contact center transformation projects involving AI/GenAI.
• Deep understanding of telephony architecture, protocols, queue management, routing flows, and omnichannel processes.
• Demonstrated expertise in AI technologies within contact centers: chatbots, voice bots, NLP, predictive routing, sentiment analysis.
• Experience integrating Genesys with CRM systems, cloud AI services, and external providers (Salesforce, Google, Azure, IBM).
• Ability to collaborate with business and technical stakeholders, articulate complex concepts, and provide strategic guidance.
• Senior-level autonomy; able to act as the primary Genesys/AI expert across entities.

Requirements

• Degree in Computer Science, Engineering, Telecommunications, or a related technical field.
• Relevant certifications in Genesys, AI/ML, or cloud services are a plus.

Company Description

Collective is the platform to find work (freelance and permanent contracts) 🔥 Go and check us out, we are the biggest platform in terms of jobs published.