Genesys Specialist/Contact Center Developer

Big Red Recruitment Midlands Ltd; Birmingham; Hybrid; GBP 83,000 - 92,000; Full time

Job summary

Genesys Cloud CX Technical Specialist/Developer is sought for a national not-for-profit with a large contact centre. The role is a 4-month contract, outside IR35, based in Birmingham with a hybrid arrangement (two to three days on site). Start ASAP.

Rate £450 per day. You will deliver three priority projects on a platform that went live within the last year, including automated callbacks, AI post-call summaries, and ID verification in the IVR.

Qualifications

• 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.

Responsibilities

• 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.
• Work side by side with the in-house Genesys engineer and the CRM developers.

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.