Genesys CX Transformation Consultant

BT Group; Leeds, Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

10% on target annual bonus

25 days Holiday

Online private GP 24/7 for you and 1st

Paid carers leave

Maternity, paternity & adoption leave

Discounted BT products

Pension scheme – 5% from you and 10%

Holiday purchase scheme

Job summary

BT Group in the UK is looking for a Genesys CX Consultant to design, implement, and optimise contact centre solutions that drive improvements in CSAT and PSAT. You will translate business requirements into technology solutions across CCaaS, AI, automation, analytics and workforce optimisation.

In a hybrid setup (3 days in the office, 2 days remote), you will collaborate with internal and external stakeholders, lead transformation from discovery through delivery, and help shape new operating

Qualifications

• Hands-on Genesys Engage or Genesys CCaaS experience and understanding of capabilities and limitations.
• Strong discovery and problem solving, with ability to translate requirements into evidence-based recommendations.
• Experience engaging with senior stakeholders and customers; building credible business cases.

Responsibilities

• Shape customer solutions by translating business, operational and technical requirements into CX solutions.
• Influence investment decisions, roadmaps, operating models and future ways of working with data and industry insight.
• Lead transformation from discovery through delivery; support migration from legacy to modern platforms.
• Define measurable benefits and success criteria; identify opportunities for automation and service improvements.
• Collaborate across sales, product, delivery, operations and partners; own customer satisfaction and benefits realisation.

Skills

Genesys Expertise

Consultative problem solving

Stakeholder engagement

Tools

Genesys Engage

Genesys CCaaS

Job description

BT Group in the UK is looking for a Genesys CX Consultant to design, implement, and optimise contact centre solutions that drive improvements in CSAT and PSAT. You will translate business requirements into technology solutions across CCaaS, AI, automation, analytics and workforce optimisation.

In a hybrid setup (3 days in the office, 2 days remote), you will collaborate with internal and external stakeholders, lead transformation from discovery through delivery, and help shape new operating