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Posted 5 days ago
Responsibilities and deliverables
Job Title: Genesys Cloud Consultant (AI Voice Agents)
Location: Remote (US)
Engagement Type: Part-time Contract
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 by 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 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 in consulting environments
Strong hands on experience with the Genesys Cloud platform
Key Skills
Genesys Cloud CX
AI Voice Bots / Conversational AI
IVR Design & Call Flows
NLU/NLP
API Integrations
Customer Experience Optimization
Optionally, you can add more information later (benefits, pre-screening questions, etc.)