Junior Professional Service Engineer - Workforce Management

About Us

Launched in July 2020, Kerv is a next-generation ‘customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger with a number of highly successful organisations. One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, omnichannel cloud-based solutions to help our customers deliver industry-leading customer experience.

At Kerv Experience we know that implementing a new CX platform is a big deal that comes with big challenges. That’s why our expert team is flexible. We’re ready to help our customers every step of the way with a fully responsive, risk-free approach that’s built around them. We help our customers leverage the power of Genesys Cloud alongside our own technology, such as CX Translate. We are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for a number of years.

About the Role:

Reporting to the Lead Professional Services Engineer, this role is primarily responsible for delivering high-quality Workforce Management (WFM) implementations and service enhancements for Kerv’s customers. We are seeking a Professional Services Engineer with some administrative experience with Genesys Cloud, and an interest in developing skills in workforce engagement. WEM is where Genesys Cloud becomes employee centric, providing quality feedback on performance, gamification for productivity and compliance to the objectives of the customer. This role blends technical configuration and customer consulting to ensure customers maximise the value of their CCaaS investment.

Key Responsibilities

• Participate in onboarding and configuration of new customers, ensuring solutions align to the customer’s requirements.
• Attend discovery sessions to understand operational models, staffing approaches, and planning challenges.
• Translate customer requirements into clear, approved delivery specifications.
• Configure Genesys Cloud WFM components, including: Business Units and Management Units, Scheduling rules and shift templates, Activity codes and adherence settings, Intraday management tools.
• Support UAT, operational readiness, and go-live planning.
• Provide early life support and ensure a smooth transition to the Service Delivery team.
• Deliver training to customer teams on forecasting, scheduling, intraday management, and adherence.

You will work as part of a broader delivery team but must be organised and passionate about customer outcomes. The role suits someone who enjoys:

• Translating operational challenges into practical solutions.
• Working hands-on with Genesys Cloud configuration.
• Guiding customers through change and best practice.
• Continuously improving processes and customer experience.

Your part to Play:

Professional Service Engineers play a central role in ensuring Kerv Experience delivers high-quality, innovative solutions to both new and existing customers. Working closely with Presales, Solution Consultants, and Customer Success Managers, you will help translate customer goals into fully deployed, operationally ready solutions. Our implementations vary significantly in scale and complexity — from small, single department call centres to large, multisite, 1,000+ seat omnichannel operations. While most customers are UK based, our growing success with Genesys Cloud across EMEA means some national and international travel may be required.

The core purpose of a junior Professional Services Engineer is to ensure a smooth transition from sales order to live operation, delivering solutions that align with each customer’s CX strategy, operational model, and performance targets. To achieve this, you will be involved in:

• Discovery workshops to understand customer needs, operational processes, and workforce models.
• Producing high-quality documentation, including Functional Requirement Specifications, High-level Designs, go-live plans, and service handover materials.
• Configuring and deploying Genesys Cloud, alongside other Kerv CX products and App Foundry solutions.
• Providing post-deployment hyper care, supporting customers through early life adoption and ensuring a smooth transition to BAU support.

All about You:

We are looking for applicants with some experience with CCaaS products and an interest in WEM.

Experience

• 1-2 years’ experience configuring or administering an omnichannel cloud contact centre platform, preferably Genesys Cloud.
• Awareness of alternative WEM platforms such as NICE, Verint, Calabrio, or others.
• Some exposure to CCaaS integration with other systems via REST.

Soft Skills

• Friendly, professional communication and presentation style.
• Strong problem-solving and critical thinking abilities.
• Ability to work independently and manage multiple projects simultaneously.
• Strong interpersonal skills, with ability to collaborate effectively across cross-functional teams.
• Customer focus, enthusiasm, and a proactive approach to continuous improvement.

You Will Live the Kerv Values

• Team Is Everything
• Think Customer first
• Build Future
• Spread Good Vibes
• Do The Right Thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.