Genesys AI

Project Details Location: France or Spain (preference: Paris, Barcelona, Madrid) Work Mode: Hybrid or 100% remote within France or Spain; occasional office visit every 34 months Start Date: ASAP Duration: 6 months with strong likelihood of 12 month extension Languages: English mandatory; Spanish or French is a plus Collaboration: Works with global business and technical teams across 12 entities Travel: None expected Summary 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. Responsibilities 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. Experience Required 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. Education Degree in Computer Science, Engineering, Telecommunications or a related technical field. Relevant certifications in Genesys, AI / ML or cloud services are a plus. Key Skills Business Process VMware Cloud HTML5 Windows Project management AWS Infrastructure Web Services JQuery Java Computer Engineering Solutions design Technical Solutions Analytics Employment Type: Freelance Experience: years Vacancy: 1 Daily Salary: 450 - 450 #J-18808-Ljbffr