Job Specifications
Project Details
Location: France or Spain (preference: Paris, Barcelona, Madrid)
Work Mode: Hybrid or 100% remote within France or Spain; occasional office visit every 3–4 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.
Goals and deliverables
Main Responsibilities & Key Activities
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.
About the Company
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