We are seeking a Genesys AI Automation Specialist to lead the development and integration of AI-driven features, including bots (voice/chat), Agent Copilot, and knowledge base integrations within the Genesys Cloud CX environment.
This role is central to delivering automation-first experiences and augmenting agent capabilities with AI tools.
Key Responsibilities:
- Design, configure, and deploy voicebots and chatbots using Genesys Dialog Engine or third-party NLP platforms integrated with Genesys.
- Implement Agent Copilot features to assist agents with real-time suggestions, guided workflows, and automation triggers.
- Integrate and maintain knowledge bases and ensure accurate, contextual content is accessible across bots and Copilot.
- Collaborate with business teams to define high-value use cases and conversational flows.
- Work with APIs to connect bots with backend systems (CRM, ticketing, databases).
- Define and monitor AI KPIs such as containment rate, bot deflection, and agent assist impact.
- Continuously improve bot performance through training, analytics, and feedback loops.
Skills & Qualifications:
- Experience in deploying conversational bots in Genesys Cloud CX (Dialog Engine, Bot Flows, Architect).
- Familiarity with natural language understanding (NLU) platforms like Google Dialogflow, Amazon Lex, or OpenAI.
- Experience in Agent Assist/Copilot implementation using Genesys AI or partner tools.
- Strong knowledge of knowledge base design, dynamic FAQs, and content optimization.
- Good understanding of REST APIs, webhooks, and data integration patterns.
- Genesys AI-related certifications are a strong advantage.