CX Transformation Architect

BT Group; Glasgow; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

10% on target annual bonus

25 days Holiday

Private GP 24/7 access for you and a2

Pension scheme – 5% employee, 10% from

Holiday purchase scheme

Job summary

BT Group is seeking a Genesys CX Consultant to design, implement and optimise contact centre solutions that improve customer and colleague experiences. You will translate requirements into effective CX solutions across CCaaS, AI, automation and analytics, shaping transformation initiatives from discovery to implementation.

You will act as a trusted advisor, using data and CX expertise to drive performance improvements, adoption of changes and measurable benefits across the customer lifecycle.

Qualifications

• Hands-on Genesys experience and understanding of Engage or CCaaS.
• Strong discovery and problem-solving to translate requirements into solutions.
• Ability to engage senior stakeholders and build credible business cases.

Responsibilities

• Shape customer solutions by translating business, operational and technical requirements into CX solutions.
• Influence investment decisions, roadmaps, and future operating models with data and industry knowledge.
• Lead transformation from discovery to delivery, ensuring smooth transition from legacy to modern platforms.
• Define measurable benefits and success criteria, identifying automation and optimization opportunities.
• Collaborate across sales, product, delivery, operations and partners to drive customer satisfaction and benefits realization.

Skills

Genesys Engage/CCaaS

Consultative problem-solving

Stakeholder engagement

Job description

BT Group is seeking a Genesys CX Consultant to design, implement and optimise contact centre solutions that improve customer and colleague experiences. You will translate requirements into effective CX solutions across CCaaS, AI, automation and analytics, shaping transformation initiatives from discovery to implementation.

You will act as a trusted advisor, using data and CX expertise to drive performance improvements, adoption of changes and measurable benefits across the customer lifecycle.