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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)

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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