Genesys Cloud Solutions Consultant - UK

Insight Global; Miami (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Insight Global is seeking a Genesys Cloud Solutions Consultant to partner with stakeholders, gather requirements, and translate business needs into scalable Genesys Cloud CX solutions. The role focuses on functional designs, call flow documentation, and governance while owning UAT planning and defect management.

The ideal candidate has hands-on Genesys Cloud CX experience, a functional background, and is skilled at translating requirements into testable designs within a large global contact

Qualifications

• 2+ years of hands-on Genesys Cloud CX experience.
• Functional/consultative background rather than engineering-focused experience.
• Experience running requirements gathering workshops with business stakeholders.
• Ability to translate business needs into structured, testable requirements and functional designs.
• Experience creating acceptance criteria, process maps, and managing UAT.
• Contact center expertise including IVR design, routing strategies, queue management, and WFM concepts.
• Understanding of key contact center KPIs including SLA, ASA, EWT, and transfer rates.
• Genesys Cloud certification.
• Conversational AI experience including intent design, slot design, and fallback behavior.
• Experience with vendor management and partner-delivered solutions.

Responsibilities

• Partner with stakeholders to gather requirements and conduct discovery workshops to translate business needs into scalable Genesys Cloud CX solutions.
• Create functional designs, call flow documentation, routing strategies, customer journey maps, and acceptance criteria; own UAT planning and defect management.
• Design and document Genesys Architect solutions including IVR menus, inbound routing, bot integrations, and reporting requirements.
• Establish governance standards, assess change impact, and evaluate CRM/AI integrations to ensure platform capabilities meet business objectives.
• Bridge business needs and platform capabilities to drive customer experience initiatives in a large-scale global contact center environment.

Skills

Genesys Cloud CX

Genesys Architect

ACD routing

IVR design

Call routing strategies

Requirements gathering

UAT management

KPI knowledge (SLA, ASA, EWT)

Conversations AI

Vendor management

Jira

ServiceNow

Genesys APIs

CX-as-Code (Terraform, CI/CD)

Education

None

Tools

Jira

ServiceNow

Terraform

Job description

Job Description

Insight Global is seeking a Genesys Cloud Solutions Consultant. This is a highly functional, business-facing role focused on partnering with stakeholders to gather requirements, facilitate discovery workshops, and translate business needs into scalable Genesys Cloud CX solutions. The consultant will create functional designs, call flow documentation, routing strategies, customer journey maps, and acceptance criteria while owning UAT planning, defect management, and business signoff. They will design and document Genesys Architect solutions including IVR menus, inbound routing flows, bot integrations, queue strategies, skills-based routing, and reporting requirements. This individual will also establish governance standards, conduct change impact assessments, evaluate CRM and AI-related integrations, and ensure platform capabilities align with business objectives. The ideal candidate can bridge business needs and platform capabilities, helping drive customer experience initiatives across a large-scale global contact center environment.

Skills and Requirements

• 2+ years of hands-on Genesys Cloud CX experience
• Strong experience with Genesys Architect, ACD routing, queues, data tables, and admin console
• Functional/consultative background rather than engineering-focused experience
• Experience running requirements gathering workshops with business stakeholders
• Ability to translate business needs into structured, testable requirements and functional designs
• Experience creating acceptance criteria, process maps, and managing UAT
• Contact center expertise including IVR design, routing strategies, queue management, and WFM concepts
• Understanding of key contact center KPIs including SLA, ASA, EWT, and transfer rates
• Experience with Jira and ServiceNowStrong communication skills with both business stakeholders and leadership teams
• Genesys Cloud certification
• Conversational AI experience including intent design, slot design, and fallback behavior
• Experience with vendor management and partner-delivered solution, creating requirement packages and validating deliverables
• Knowledge of Genesys APIs
• CX-as-Code awareness (Terraform, Archy, CI/CD)
• Avaya-to-Genesys or similar contact center migration experienceExperience within travel, hospitality, cruise, or other large consumer-facing organizations

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.