SalesForce Business Analyst

descripción del puesto / funciones Description: The service provider’s personnel will serve as a Genesys Expert, the main objective is to support entities design, implement, and optimize Genesys contact center solutions integrated with AI/GenAI capabilities to support transformational customer service strategies. Drive innovation through AI-driven automation such as, chatbots, virtual assistants, or predictive analytics, ensuring seamless, intelligent customer interactions across all channels, while supporting the digital evolution of our global organization. Deliverables: • Leading initiatives for new AI modules or features within Genesys to support innovation and digital transformation efforts. • Collaborating with stakeholders from different entities to understand local Contact Center processes and translating these into scalable, AI-enabled solutions aligned with global digital transformation strategies. • Support in developing and managing contact routing logic, IVR flows, and automation workflows that leverage AI to predict customer needs, reduce handle times, and improve first contact resolution. • Support the integration of Genesys with telephony infrastructure, CRM systems, and AI platforms to create intelligent, omnichannel customer journeys. • Supporting the deployment and continuous improvement of AI-powered chatbots, virtual assistants, and machine learning models for customer service enhancement. • Conducting training and knowledge transfer on AI features and best practices to local teams globally. • Ensuring compliance with security, privacy, and industry standards during all phases of AI-enabled solution deployment and operation. • Monitoring system performance metrics, analyzing data, and generating insights to improve AI-based automation and customer experience strategies. requisitos mínimos Expertise • Proven expertise with Genesys platforms (Cloud, PureConnect, or Enterprise editions), with a focus on integrating AI-driven customer engagement solutions. • Proven track record leading global contact center projects that leverage AI to transform customer service and operational workflows. • Deep understanding of contact center processes, including call routing, IVR, multi-channel interactions, and workforce management, with an emphasis on AI-enabled automation. • Expertise with deploying AI technologies such as chatbots, virtual assistants, natural language processing, and machine learning within contact centers. • Prior involvement in integrating Genesys with AI platforms and cloud services for intelligent automation. Technical Expertise: • Expertise in Genesys configuration, scripting, and customization tools (Genesys Designer, Studio, Configuration Manager). • Strong expertise in AI integration within Genesys, including chatbot development, NLP, and machine learning workflows. • Familiarity with APIs, web services, and cloud-based AI platforms (e.g., Google AI, Azure Cognitive Services, IBM Watson). • Expertise with designing and deploying predictive routing, sentiment analysis, and AI-powered self-service solutions. • Analytical expertise to monitor system and AI model performance, diagnose issues, and optimize solutions. • English environment is mandatory, with the ability to articulate complex AI and technical concepts to stakeholders across diverse cultural backgrounds. • Collaborate effectively across regions and functions. • Innovative with interest for leveraging AI to improve customer experience and operational agility. • Proactive, adaptable, and capable of managing multiple initiatives in a fast-evolving environment. • Leadership qualities to foster collaboration, influence stakeholders, and drive successful AI-enabled transformation projects. • Customer-centric, committed to delivering innovative, intelligent solutions that elevate service quality. idiomas English: Fluent