Genesys Specialist

Big Red Recruitment; Stratford-upon-Avon; Hybrid; GBP 70,000 - 96,000; Full time

Job summary

Big Red Recruitment is seeking a Genesys Cloud CX contractor for a 4-month initial engagement in a hybrid role based in Birmingham. You will lead end-to-end delivery across three priority projects, from requirements gathering to go-live, working with the contact centre and CRM developers.

The role requires hands-on Genesys Cloud CX configuration, experience with callbacks, IVR changes or AI features, and strong stakeholder communication. Start ASAP with a 450 per day rate (outside IR35).

Qualifications

• Hands-on Genesys Cloud CX configuration in a live contact centre
• End-to-end delivery from requirements to go-live
• Experience delivering callbacks, IVR changes or AI features on Genesys Cloud
• Confident working with business stakeholders

Responsibilities

• Gather requirements with contact centre and transformation team
• Configure flows and routing in Genesys Cloud
• Run UAT with advisers
• Verify that codes flow correctly into reporting and take changes live
• Collaborate with in-house Genesys engineer and CRM developers

Skills

Genesys Cloud CX

Call flows

IVR

Stakeholder management

End-to-end delivery

Tools

REST APIs

JSON

Microsoft Dynamics 365

Job description

Genesys Cloud CX Technical Specialist / Developer | 4 Month Contract | Outside IR35

Rate: £450 per day, outside IR35

Location: Birmingham (hybrid, two to three days a week on site)

Duration: 4 months initially, plus a two week Christmas shutdown

Start: ASAP

A national not-for-profit organisation with a large contact centre needs an experienced Genesys Cloud CX contractor to deliver three priority projects on a platform that went live within the last year.

The projects

• Automated scheduled callbacks: Genesys dials the client and presents the answered call to the adviser as an inbound interaction with a whisper tone, replacing manual outbound dialling
• AI post-call summaries: use Genesys transcription and AI to write a short call summary into the Microsoft Dynamics CRM for the next adviser
• Automated ID and verification: let callers pass ID and verification in the IVR before reaching an adviser

The role

You will take each project end to end: gathering requirements with the contact centre and transformation team, configuring flows and routing in Genesys Cloud, running UAT with advisers, checking that codes flow correctly into reporting, and taking changes live. You will work side by side with the in-house Genesys engineer and the CRM developers.

Essential

• Hands-on Genesys Cloud CX configuration in a live contact centre, including Architect call flows, IVR and routing
• Has delivered contact centre improvements such as callbacks, IVR changes or AI features on Genesys Cloud
• End to end delivery: requirements, configuration, user testing and go live
• Confident working with business stakeholders

Desirable

Genesys speech and text analytics, AI summarisation, outbound campaigns, IVR ID and verification, REST APIs and JSON, Microsoft Dynamics 365, Genesys certification.

Shortlisting starts straight away and there is a single interview stage.