Job Title: Genesys Cloud Professional Services Engineer
Location: London (Hybrid – 2 days per week in-office)
Salary: £45,000 – £50,000 + Benefits
Experience: 1–2 Years
The Role
We are seeking a motivated Genesys Cloud Professional Services Engineer to join our delivery team. In this role, you will sit at the intersection of technical configuration and customer consulting, helping clients transition from legacy systems to the Genesys Cloud CX platform. You will be responsible for the end-to-end technical setup, ensuring that the solution is not just functional, but optimized for the client’s specific operational needs.
Key Responsibilities:
-
Implementation & Configuration: Setup of Genesys Cloud components, including IVR flows (Architect), ACD queues, skills-based routing, and external integrations.
-
Technical Discovery: Participate in workshops to capture business requirements and translate them into high-quality Functional Requirement Specifications (FRS) and High-Level Designs (HLD).
-
Testing & UAT: Facilitate User Acceptance Testing (UAT), troubleshooting configuration issues in real-time and ensuring “Go-Live” readiness.
-
WFO/WFM Support: Configure foundational Workforce Management (WFM) and Quality Management (QM) tools within the Genesys ecosystem.
-
Customer Consulting: Act as a subject matter expert (SME) to guide customers on best practices for CCaaS (Contact Center as a Service) adoption.
Requirements & Qualifications:
-
Experience: 1–2 years of hands-on experience with the Genesys Cloud platform (administration or implementation).
-
Education: A Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field.
- Familiarity with APIs and basic scripting (Data Actions/JSON).
- Understanding of SIP, WebRTC, and cloud networking fundamentals.
-
Location: Ability to commute to our London office 2 days per week.
Preferred Certifications
- Genesys Cloud CX Certified Associate (GCA)
- Genesys Cloud CX Certified Professional (GCP)
- Experience with AppFoundry integrations or third-party CRM (Salesforce, Zendesk) integrations is a plus.
