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Senior Technical Consultant - Genesys

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OverviewLife 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.

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.

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 information

Job type: Permanent

Job location: Hatfield - (2 days per week)

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