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- Tasks: Join us as a Professional Service Engineer, onboarding customers and enhancing their service experience.
- Company: Kerv is a dynamic cloud-first provider focused on delivering exceptional customer experiences.
- Benefits: Enjoy a hybrid work environment with opportunities for national and international travel.
- Why this job: Be part of a passionate team transforming customer engagement in a digital era.
- Qualifications: Experience with omni-channel cloud contact centers, preferably GenesysCloud, is essential.
- Other info: We value diversity and strive for an amazing employee experience.
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 of five 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 GenesysCloud alongside our own technology, such as CXTranslate. 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 PS Engineer, we are looking for a professional service engineer, with a demonstrable understanding of contact centre technology preferably GenesysCloud.
The successful candidate will be responsible for:
- Onboarding new customers and completing ‘in life’ service enhancements for existing customers. Leading customer requirement discovery, consulting on best practice and innovating solutions to meet customer needs.
- Documenting requirements into an approved delivery specification.
- Configuring GenesysCloud and associated systems, including integrating with third-party platforms where necessary.
- Supporting operational readiness by training the customer’s trainer, supporting UAT, and defining the go-live strategy.
- Documenting and briefing the service delivery team.
- Early go-live support and the transition to Kerv Experience’s Service Delivery team.
- You will be working as part of a broader team supported by a project manager but must be driven, organised, and passionate about customer satisfaction.
Your Role to Play: Professional Service Engineers are primarily tasked with ensuring Kerv Experience delivers high-quality innovative solutions to new and existing customers, by working closely with the Pre-Sales team and Customer Success Managers.
Our installations range in size and complexity from relatively simple call centre departments to 1,000+ seat omni-channel contact centres. Our customers are predominantly based in the UK; however, with our success with Genesys across EMEA, there is a growing number of international clients and therefore a degree of national and international travel may be necessary.
The role of the professional service engineer is to ensure the smooth transition from the sales order to live operation, ensuring the delivered solution meets the CX strategy and targets of our customers.
To achieve that, you will perform the following activities:
- Discovery workshops to deeply understand the customer’s needs.
- Documentation – Functional Requirement Specification, High-Level Design, go-live documentation, and support handover documentation.
- Configuration and deployment of GenesysCloud, other Kerv CX products, and Appfoundary products.
All About You: We are looking for engineers with the following skills and attributes:
Experience/qualifications essential for this role:
- Knowledge and experience of configuring or administering an omni-channel cloud contact centre service, preferably GenesysCloud.
- First-class communication skills and an analytical approach.
Experience/qualifications preferred for this role:
- GenesysCloud engineering certifications (GCA or GCP).
- Practical understanding of Telco services.
- Using Webservice APIs (REST).
Most Important Attributes/Personal Qualities Needed in This Person:
- Technical competence.
- Strong project focus and delivery track record.
- Friendly professional communication style.
You will live 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.
Location:
- United Kingdom
- Hybrid
Job Type:
- Full Time
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Professional Service Engineer employer: Kerv
Contact Detail:
Kerv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Professional Service Engineer
✨Tip Number 1
Familiarize yourself with GenesysCloud and its features. Since the role requires a demonstrable understanding of contact center technology, having hands-on experience or completing relevant certifications can set you apart from other candidates.
✨Tip Number 2
Network with current employees or professionals in the industry. Engaging with people who work at Kerv or in similar roles can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss your project management skills and experiences. Since the role emphasizes strong project focus and delivery track record, be ready to share specific examples of how you've successfully managed projects in the past.
✨Tip Number 4
Showcase your communication skills during any interactions with the hiring team. Given that first-class communication is essential for this role, practice articulating your thoughts clearly and confidently, especially when discussing technical concepts.
We think you need these skills to ace Professional Service Engineer
Some tips for your application 🫡
Understand the Role: Make sure you thoroughly understand the responsibilities and requirements of the Professional Service Engineer position. Highlight your experience with contact centre technology, especially GenesysCloud, in your application.
Tailor Your CV: Customize your CV to reflect the skills and experiences that align with Kerv's needs. Emphasize your technical competence, project focus, and any relevant certifications, such as GenesysCloud engineering certifications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer satisfaction and your ability to deliver innovative solutions. Mention specific examples of how you've successfully managed customer onboarding or service enhancements in the past.
Showcase Communication Skills: Since first-class communication is essential for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've successfully collaborated with teams or clients.
How to prepare for a job interview at Kerv
✨Understand the Technology
Make sure you have a solid understanding of contact center technology, especially GenesysCloud. Be prepared to discuss your experience with configuring or administering such systems, as this will be crucial for the role.
✨Showcase Your Communication Skills
Since first-class communication is essential for this position, practice articulating your thoughts clearly and concisely. Be ready to demonstrate how you've effectively communicated with customers in past roles.
✨Prepare for Discovery Workshops
Familiarize yourself with the concept of discovery workshops. Be ready to explain how you would approach understanding customer needs and documenting requirements to ensure successful project delivery.
✨Emphasize Team Collaboration
Kerv values teamwork highly, so be prepared to discuss examples of how you've worked collaboratively in previous roles. Highlight your ability to support and engage with cross-functional teams to achieve common goals.
