Senior Technical Consultant - Genesys

JR United Kingdom; Hatfield; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology services provider in Hatfield is seeking a Senior Technical Consultant to enhance contact center technologies using Genesys Cloud CX. The role involves driving innovations, designing omni-channel flows, and providing expert consultancy. Ideal candidates should have over 8 years of experience, strong technical skills, and a degree in a relevant field. This is a permanent position with flexible work options.

Qualifications

• 8+ years of experience consulting on Genesys Cloud CX or other CCaaS platforms.
• Expert-level knowledge and hands-on experience with Genesys Cloud CX, including Architect and flow development.
• Outstanding communication and stakeholder engagement skills.

Responsibilities

• Act as the technical authority for the Genesys Cloud CX platform.
• Drive platform innovation and enhance service performance.
• Design and build omni-channel flows using Genesys Architect.

Skills

Consulting skills

Technical delivery

Stakeholder engagement

Automation skills

Agile methodologies

Education

Bachelor's degree in Telecommunications, Computer Science, Engineering, or equivalent

Tools

Genesys Cloud CX

RESTful APIs

Terraform Cloud

GitHub

CI/CD pipelines

Job description

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Senior Technical Consultant - Genesys, hatfield

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Client:

Location:

hatfield, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

04.08.2025

Expiry Date:

18.09.2025

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Job Description:

Life on the team

Join a high-impact team at the forefront of global service delivery innovation. As part of the GSD Systems team, youll play a key role in delivering and enhancing the contact centre technologies that support Computacenters Global Service Desk (GSD).With over 4,000 agents relying on our solutions daily, we ensure seamless multi-channel experiences from voice and email to web chat and chatbot with industry-leading reliability. You'll be surrounded by forward-thinking professionals who are passionate about technology, continuous improvement, and delivering exceptional customer experiences.

This is your opportunity to shape the future of contact centre solutions within a dynamic, global organisation that values innovation, autonomy, and technical excellence.

What you'll do

• Act as the technical authority for the Genesys Cloud CX platform, leading the design and delivery of enhancements aligned to business needs and solution standards
• Drive platform innovation, collaborating with internal stakeholders and partners to implement new capabilities and elevate service performance
• Deliver expert consultancy for both internal and external initiatives, guiding teams on how to best leverage Genesys Cloud CX
• Contribute to the strategic roadmap, identifying continuous improvement opportunities and setting direction for future technical development
• Design and build omni-channel flows (IVR, web chat, chatbot, email) using Genesys Architect
• Lead systems integration efforts using RESTful APIs and promote CX-as-Code practices within CI/CD pipelines
• Partner with suppliers and cross-functional teams to deliver impactful, future-ready solutions
• Support pre-sales and discovery efforts, championing platform standards and best practices to guide decision-making

What you'll need

• A bachelors degree in Telecommunications, Computer Science, Engineering, or equivalent experience
• 8+ years of experience consulting on Genesys Cloud CX or other CCaaS platforms
• Expert-level knowledge and hands-on experience with Genesys Cloud CX, including Architect and flow development
• Strong experience with RESTful APIs, Terraform Cloud, GitHub, and CI/CD pipelines for automation and infrastructure-as-code
• A strong consulting background with skills in requirements gathering, user journey design, and technical delivery
• Experience working in Agile environments, ideally with familiarity in SAFe (Scaled Agile Framework)
• Outstanding communication and stakeholder engagement skills
• Preferred certifications: GCX-GCP (Professional), GCX-GCD (Developer), GCX-ARC (Architect)

Life on the team

Join a high-impact team at the forefront of global service delivery innovation. As part of the GSD Systems team, youll play a key role in delivering and enhancing the contact centre technologies that support Computacenters Global Service Desk (GSD).With over 4,000 agents relying on our solutions daily, we ensure seamless multi-channel experiences from voice and email to web chat and chatbot with industry-leading reliability. You'll be surrounded by forward-thinking professionals who are passionate about technology, continuous improvement, and delivering exceptional customer experiences.

This is your opportunity to shape the future of contact centre solutions within a dynamic, global organisation that values innovation, autonomy, and technical excellence.

What you'll do

• Act as the technical authority for the Genesys Cloud CX platform, leading the design and delivery of enhancements aligned to business needs and solution standards
• Drive platform innovation, collaborating with internal stakeholders and partners to implement new capabilities and elevate service performance
• Deliver expert consultancy for both internal and external initiatives, guiding teams on how to best leverage Genesys Cloud CX
• Contribute to the strategic roadmap, identifying continuous improvement opportunities and setting direction for future technical development
• Design and build omni-channel flows (IVR, web chat, chatbot, email) using Genesys Architect
• Lead systems integration efforts using RESTful APIs and promote CX-as-Code practices within CI/CD pipelines
• Partner with suppliers and cross-functional teams to deliver impactful, future-ready solutions
• Support pre-sales and discovery efforts, championing platform standards and best practices to guide decision-making

What you'll need

• A bachelors degree in Telecommunications, Computer Science, Engineering, or equivalent experience
• 8+ years of experience consulting on Genesys Cloud CX or other CCaaS platforms
• Expert-level knowledge and hands-on experience with Genesys Cloud CX, including Architect and flow development
• Strong experience with RESTful APIs, Terraform Cloud, GitHub, and CI/CD pipelines for automation and infrastructure-as-code
• A strong consulting background with skills in requirements gathering, user journey design, and technical delivery
• Experience working in Agile environments, ideally with familiarity in SAFe (Scaled Agile Framework)
• Outstanding communication and stakeholder engagement skills
• Preferred certifications: GCX-GCP (Professional), GCX-GCD (Developer), GCX-ARC (Architect)

Additional informationJob type: PermanentJob location: Hatfield - (2 days per week)

Ready to drive the future of cloud contact centre solutions?
Join us as we redefine digital service delivery at scale and make a global impact while doing it.

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