Genesys CX Architect & Transformation Lead

BT Group; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

10% on target annual bonus

25 days Holiday

Access to online private GP 24/7 for你

Market-leading paid carers leave with

Job summary

BT Group in the UK is seeking a talented Genesys CX Consultant to design, implement and optimize contact centre solutions across CCaaS, AI and analytics. You will translate business requirements into technology solutions and work with stakeholders to drive transformation from discovery to delivery, delivering measurable improvements in CSAT and PSAT.

This role operates in a hybrid model with 3 days in the office and 2 days working from home, offering market-leading benefits and a clear path to

Qualifications

• Hands-on Genesys expertise with CCaaS and CX platforms.
• Strong discovery, problem solving, and business case skills.
• Experience engaging senior stakeholders and customers.

Responsibilities

• Translate requirements into innovative contact centre solutions.
• Influence investment decisions and transformation roadmaps.
• Lead from discovery through delivery, including legacy to modern platforms.
• Define measurable benefits and outcomes for customer and agent experiences.
• Collaborate across sales, product, delivery, and operations to ensure value realization.

Skills

Genesys CCaaS

CX transformation

Stakeholder engagement

Job description

BT Group in the UK is seeking a talented Genesys CX Consultant to design, implement and optimize contact centre solutions across CCaaS, AI and analytics. You will translate business requirements into technology solutions and work with stakeholders to drive transformation from discovery to delivery, delivering measurable improvements in CSAT and PSAT.

This role operates in a hybrid model with 3 days in the office and 2 days working from home, offering market-leading benefits and a clear path to