Genesys Cloud Consultant (Europe)

Summary

Andersen is hiring a Genesys Cloud Consultant in Europe to support large-scale digital transformation, building and enhancing enterprise web and e-commerce solutions within a multi-team, cloud-driven environment.

The customer is a large international technology company operating in the digital infrastructure and connectivity domain, providing telecommunications, cloud platforms, and advanced IT services for consumer and enterprise clients. The organization focuses on next-generation networks, cloud-native architectures, artificial intelligence, and cybersecurity, working with complex distributed systems, and continuously modernizing core services to support global digital transformation.

The project is a large-scale digital transformation initiative with a high volume of parallel projects, focused on building and evolving web and e-commerce platforms, AI-enabled features, and data-driven digital solutions within a dynamic, multi-team environment.

Responsibilities

• Developing contact center architecture, configurating Genesys Cloud, Engage, or PureConnect systems, and integrating with existing IT infrastructure.
• Creating and optimizing Interactive Voice Response (IVR) and – Automatic Call Distribution (ACD) scenarios to efficiently process requests.
• Troubleshooting and ensuring the smooth operation of voice, chat, and email channels.
• Setting up omnichannel communication, including web chat, telephony, and CRM systems for accessing customer history.
• Configuring rights, roles, and licenses in the system.
• Sharing system operating methodologies with the client's internal experts, training users, and providing feedback.
• Ensuring increased customer service efficiency through optimization of Genesys technological processes.

Requirements

• Experience as a System Administrator or in a similar role for 4+ years.
• Basic technical understanding.
• Fundamental consulting skills (e.g., requirements management).
• Willingness to learn the contact center industry and gain in-depth knowledge of Genesys Cloud.
• Readiness to work hands-on with platform configuration and administration.
• Ability to manage 2–3 projects in parallel.
• Ability to support presales activities by delivering client demonstrations.
• Level of English – from Advanced and above.
• Level of German – from Intermediate and above.

Desired skills

• Experience conducting client workshops and creating concept documents.
• Basic knowledge of AI and experience working with prompts.

Reasons to join us

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 USD per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• English courses.
• Private health insurance and compensation for sports activities.

Join us!