Genesys Cloud Consultant (AI Voice Agents)

Job Title: Genesys Cloud Consultant (AI Voice Agents)

Location: Remote (India or US)
Engagement Type: Contract
Client Location: Dubai, UAE

Role Overview

We are seeking a highly skilled Genesys Cloud Consultant & Subject Matter Expert with deep expertise in AI Voice Agents to support a Dubai-based client. This role focuses on designing, implementing, and optimizing intelligent voice solutions using Genesys Cloud CX and advanced AI technologies.

Key Responsibilities

• Design and implement AI-powered voice agents using Genesys Cloud CX (including Architect, Dialog Engine, and voice flows)

• Build and optimize conversational AI solutions leveraging NLU/NLP capabilities

• Integrate AI voice agents with backend systems, APIs, and third-party platforms

• Configure and manage call flows, routing strategies, and automation workflows

• Enhance customer experience through intent recognition, speech analytics, and conversational design

• Collaborate with business stakeholders to gather requirements and translate them into scalable solutions

• Troubleshoot, monitor, and continuously improve voice bot performance

• Ensure best practices in security, scalability, and performance optimization

• Support deployment, testing, and post-production enhancements

Required Qualifications

• 5+ years of experience in contact center technologies, with strong experience in implementing Genesys Cloud CX

• Proven expertise in building AI Voice Agents / Conversational AI solutions

• Hands-on experience with Genesys Architect, Dialog Engine, and call flow design

• Strong understanding of NLU/NLP concepts and conversational AI design

• Experience with API integrations and backend connectivity

• Ability to troubleshoot and optimize voice bot performance in production environments

• Strong communication and stakeholder management skills

Preferred Qualifications

• Experience with third-party AI platforms (e.g., Google Dialogflow, Amazon Lex)

• Experience working with global clients or consulting environments

• Strong hands on experience with Genesys Cloud platform

Key Skills

• Genesys Cloud CX

• AI Voice Bots / Conversational AI

• IVR Design & Call Flows

• NLU/NLP

• API Integrations

• Customer Experience Optimization