Genesys Cloud CX Consultant - Elevate Customer Journeys

Consult; Weybridge; Remote; GBP 55,000 - 90,000; Full time

Job summary

Insight Global are seeking a Genesys Cloud Solutions Consultant for a leading global organisation in travel and hospitality. This role requires 3 days onsite in Weybridge, UK, on a 6-month contract basis, working as the bridge between business stakeholders and contact centre technology teams.

You will shape and optimise customer experience solutions in a large-scale Genesys Cloud CX environment, gathering requirements, conducting workshops, documenting designs, and delivering measurable outcomes

Qualifications

• Hands-on experience with Genesys Cloud CX and administration capabilities.
• Experience running requirements gathering and discovery workshops with business stakeholders.
• Ability to translate business requirements into structured functional designs and testable outcomes.
• Experience creating acceptance criteria, process maps, and managing UAT activities.
• Strong contact centre knowledge including IVR design, routing, queue management and WFM concepts.
• Familiarity with contact centre metrics such as SLA, ASA, EWT and transfer rates.

Responsibilities

• Facilitate workshops and stakeholder discussions to gather and refine business requirements.
• Design and document customer journeys, call flows, routing strategies, and functional requirements.
• Develop Genesys Architect solutions including IVR menus and routing logic.
• Define acceptance criteria and coordinate end-to-end UAT activities.
• Support governance processes and change impact assessments.
• Evaluate integrations across CRM, AI, and contact centre technologies.
• Ensure solutions align with business objectives and customer experience goals.
• Support continuous improvement across a global contact centre environment.

Skills

Genesys Cloud CX

Genesys Architect

ACD routing

IVR design

Discovery workshops

UAT

Stakeholder management

Jira

ServiceNow

Communication

Tools

Conversational AI

Genesys APIs

CX-as-Code (Terraform)

CI/CD

Job description

Insight Global are seeking a Genesys Cloud Solutions Consultant for a leading global organisation in travel and hospitality. This role requires 3 days onsite in Weybridge, UK, on a 6-month contract basis, working as the bridge between business stakeholders and contact centre technology teams.

You will shape and optimise customer experience solutions in a large-scale Genesys Cloud CX environment, gathering requirements, conducting workshops, documenting designs, and delivering measurable outcomes