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next generation of innovators

Xperience1st Academy

Xperience 1st is committed to nurturing the next generation of innovators. Our internship program offers hands-on experience with industry-leading tools, including Salesforce and Genesys Cloud. Get mentorship from seasoned professionals and gain practical skills that will propel your career forward.

Internships with us: Not just work, but world-shaping. New ideas and a drive to disrupt are what our interns bring. We fuel their growth through team support and Futureforce, where connections and meaningful moments bloom.

Program Details
Program
Cloud CX Internship
 
Program Duration 1.5 Months
 
LocationUnit B2-02-04, 26th July Coordinator,West Mark
Program DatesJuly 20 - Augu 30
 
Application DeadlineJuly 10
 
Paid Relocation stiped
Mode

 Hybrid (1 Onsite + 2 Remote Sessions / Week

 
Eligibility
  • Age 19+
  • Bachelor’s graduation years: 2024, 2025
  • Fresh Graduate
  • Timely application submission
  • Collaborative attitude
  • Growth mindset
  • Computer Science
What you'll learn

Cloud CX

Weekly Curriculum Breakdown

Week 1 – Introduction to Genesys Cloud CX & Customer Experience Strategy

Onsite

  • Contact Center Fundamentals (IVR, Queue, Skill, Wrapup, Status)
  • Overview of Genesys Cloud CX platform and architecture
  • Introduction to customer experience flows (Voice, Digital, Omnichannel)
  • Hands-on: Navigate Genesys Admin UI and Agent Desktop

Week 2 – Architect Basics: IVR and Routing Flows

Remote

  • Create inbound call flows using Architect
  • Elements: Menus, Transfers, Prompts, Decisions
  • Hands-on: Build basic IVR with queue routing

Week 3 – Bots and Natural Language Understanding

Remote

  • Configure Dialog Engine Bot Flows
  • Define intents, utterances, slots
  • Integrate bot into call flow
  • Hands-on: Simulate basic NLU use case

Week 4 – Digital Channels: Web Messaging & WhatsApp

Onsite

  • Activate and configure Web Messaging + WhatsApp
  • Route digital conversations to agents
  • Hands-on: Configure flows for messaging channel

Week 5 – Knowledge Management & Agent Assist

Remote

  • Use Knowledge Workbench to build FAQ knowledge base
  • Explore agent assist recommendations
  • Hands-on: Create, test, and deploy knowledge articles

Week 6 – Dashboards, Metrics, and Alerts

Remote

  • Use Performance Dashboards for real-time monitoring
  • Explore Agent, Queue, and Interaction Metrics
  • Hands-on: Build dashboard for supervisor use

Week 7 – Quality Management & Evaluation Forms

Onsite

  • Introduction to interaction recording and quality evaluation
  • Create and assign evaluation forms
  • Hands-on: Evaluate mock interaction recordings

Week 8 – Final Project & Demo

Remote

  • Group assignment: Build complete CX flow (IVR + Bot + Messaging + Dashboard)
  • Deliver final demo to Genesys team
  • Peer review and individual feedback
Importance

Designed to provide underrepresented students in computer science access to hands-on technical training, capstone projects, and mentorship early in their career journeys.

Completion Requirements:

 

  • 75% Attendance minimum
  • Final project completion
  • Active hands-on participation

Pass all weekly evaluations
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