SalesForce Business Analyst

Description:

 

The service provider’s personnel will serve as a Genesys Expert, the main objective is to support entities design, implement, and optimize Genesys contact center solutions integrated with AI/GenAI capabilities to support transformational customer service strategies. Drive innovation through AI-driven automation such as, chatbots, virtual assistants, or predictive analytics, ensuring seamless, intelligent customer interactions across all channels, while supporting the digital evolution of our global organization.
 
 Deliverables:

 • Leading initiatives for new AI modules or features within Genesys to support innovation and digital transformation efforts.
 • Collaborating with stakeholders from different entities to understand local Contact Center processes and translating these into scalable, AI-enabled solutions aligned with global digital transformation strategies.
 • Support in developing and managing contact routing logic, IVR flows, and automation workflows that leverage AI to predict customer needs, reduce handle times, and improve first contact resolution.
 • Support the integration of Genesys with telephony infrastructure, CRM systems, and AI platforms to create intelligent, omnichannel customer journeys.
 • Supporting the deployment and continuous improvement of AI-powered chatbots, virtual assistants, and machine learning models for customer service enhancement.
 • Conducting training and knowledge transfer on AI features and best practices to local teams globally.
 • Ensuring compliance with security, privacy, and industry standards during all phases of AI-enabled solution deployment and operation.
 • Monitoring system performance metrics, analyzing data, and generating insights to improve AI-based automation and customer experience strategies.

Expertise
 • Proven expertise with Genesys platforms (Cloud, PureConnect, or Enterprise editions), with a focus on integrating AI-driven customer engagement solutions.
 • Proven track record leading global contact center projects that leverage AI to transform customer service and operational workflows.
 • Deep understanding of contact center processes, including call routing, IVR, multi-channel interactions, and workforce management, with an emphasis on AI-enabled automation.
 • Expertise with deploying AI technologies such as chatbots, virtual assistants, natural language processing, and machine learning within contact centers.
 • Prior involvement in integrating Genesys with AI platforms and cloud services for intelligent automation.
 
 Technical Expertise:
 • Expertise in Genesys configuration, scripting, and customization tools (Genesys Designer, Studio, Configuration Manager).
 • Strong expertise in AI integration within Genesys, including chatbot development, NLP, and machine learning workflows.
 • Familiarity with APIs, web services, and cloud-based AI platforms (e.g., Google AI, Azure Cognitive Services, IBM Watson).
 • Expertise with designing and deploying predictive routing, sentiment analysis, and AI-powered self-service solutions.
 • Analytical expertise to monitor system and AI model performance, diagnose issues, and optimize solutions.
 • English environment is mandatory, with the ability to articulate complex AI and technical concepts to stakeholders across diverse cultural backgrounds.
 • Collaborate effectively across regions and functions.
 • Innovative with interest for leveraging AI to improve customer experience and operational agility.
 • Proactive, adaptable, and capable of managing multiple initiatives in a fast-evolving environment.
 • Leadership qualities to foster collaboration, influence stakeholders, and drive successful AI-enabled transformation projects.
 • Customer-centric, committed to delivering innovative, intelligent solutions that elevate service quality.

English: Fluent

Pasiona Consulting es una consultora tecnológica, partner de Microsoft, dedicada al diseño, desarrollo e implementación de aplicaciones de software a medida para clientes de múltiples sectores.