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For Companies At a Glance
- Tasks: Deliver high-quality Workforce Management implementations and enhance customer service.
- Company: Join Kerv, a dynamic cloud-first provider transforming customer engagement.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact by helping customers optimise their workforce management solutions.
- Qualifications: 1-2 years experience with CCaaS products and a passion for customer success.
- Other info: Be part of a collaborative team that values diversity and innovation.
The predicted salary is between 36000 - 60000 £ per year.
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.
Junior Professional Service Engineer - Workforce Management in London employer: Kerv
Contact Detail:
Kerv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Professional Service Engineer - Workforce Management in London
✨Tip Number 1
Get to know the company inside out! Research Kerv's values, recent projects, and their approach to customer experience. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to Workforce Management and Genesys Cloud. Think about how your past experiences align with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Junior Professional Service Engineer - Workforce Management in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Junior Professional Service Engineer role. Highlight your experience with Genesys Cloud and any relevant skills that align with the job description. We want to see how you fit into our team!
Showcase Your Problem-Solving Skills: In your application, share examples of how you've tackled challenges in previous roles. We love candidates who can think critically and come up with practical solutions, especially when it comes to customer engagement.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity and want to quickly understand your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Kerv
✨Know Your Genesys Cloud Basics
Before the interview, brush up on your knowledge of Genesys Cloud and its Workforce Management features. Be ready to discuss how you've used these tools in past experiences or how you plan to apply them in this role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled operational challenges in previous roles. Think about specific situations where you translated customer needs into practical solutions, as this will resonate well with the interviewers.
✨Understand Kerv's Customer-Centric Approach
Familiarise yourself with Kerv's values and their commitment to customer experience. Be prepared to discuss how you can contribute to their mission of delivering high-quality, innovative solutions that align with customer goals.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team dynamics. Inquire about the types of projects you'll be working on and how success is measured within the team. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
