Genesys CX Consultant

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

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

About the role

The Genesys CX Consultant combines technical and operational expertise to help organisations maximise the value of their customer experience technology investments. Working with internal and external stakeholders, you’ll design, implement and optimise contact centre solutions that improve customer and colleague experiences, increase productivity and deliver measurable improvements in CSAT and PSAT.

You’ll translate business requirements into effective technology solutions across areas including CCaaS, AI, automation, analytics and workforce optimisation. You’ll help shape and deliver transformation initiatives from initial requirements through to implementation, ensuring technology investments translate into tangible operational benefits that can be tracked and measured.

Acting as a trusted advisor, you’ll use data, industry best practice and your CX expertise to identify opportunities to improve performance, streamline operations and shape future operating models. Working across operational and technical teams, you’ll help ensure change is successfully adopted and that we deliver outcomes which strengthen customer relationships, turning our customers into BT advocates and referenceable clients.

What you’ll be doing

• Shape customer solutions by understanding business, operational and technical requirements and translating them into innovative contact centre and CX solutions aligned to customer objectives, technology strategy and industry best practice.
• Be a trusted advisor to customers and stakeholders, using operational insight, data and industry expertise to influence investment decisions, transformation roadmaps, target operating models and future ways of working.
• Lead transformation from discovery through to delivery, ensuring solutions are effectively scoped, designed, implemented and transitioned, including supporting customers moving from legacy environments to modern platforms.
• Maximise the value of technology investments by defining measurable benefits and success criteria, while identifying opportunities for automation, optimisation, service improvement and innovation that enhance customer experience, colleague experience and operational performance.
• Drive successful customer outcomes by collaborating across sales, product, delivery, operations and partner teams, contributing to bids and proposals, championing best practice and continuous improvement, and taking ownership of customer satisfaction and benefits realisation throughout the customer lifecycle.

Essential Skills / Experience

• Genesys expertise: Hands-on experience with Genesys Engage or Genesys CCaaS, with the ability to understand the solution’s capabilities, limitations and how it can be applied to meet business and customer needs.
• Consultative problem-solving: Strong discovery and problem-solving skills, with the ability to gather requirements, evaluate options and translate complex technical or operational considerations into clear, evidence-based recommendations.
• Stakeholder and customer engagement: Experience working consultatively with senior stakeholders and customers, communicating complex solutions clearly and building credible business cases and recommendations.

Desirable Skills / Experience

• Experience of working in or supporting a contact centre environment, particularly where you have used a contact centre platform as part of day-to-day operations.
• Experience of developing business cases or demonstrating how technology solutions can deliver practical operational and customer benefits.
• Customer-facing or consultative experience, working collaboratively with senior stakeholders and teams such as operations, planning, routing, finance and IT.
• Experience supporting customers through change or transformation, helping them make effective use of a platform and realise benefits after implementation.
• Experience contributing to solution design or new‑business opportunities, including responding to customer requirements, RFIs or RFPs.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• 25 days Holiday
• Access to an online private GP 24/7 for you and your immediate family
• Market‑leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Company Culture

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market‑leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions‑led, AI‑first business that can truly differentiate in a competitive and fast‑moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion‑pound business – and building a stronger, more competitive BT for the future – this is your moment.