Senior Professional Service Engineer

About Us

Kerv is a next-generation ‘customer-first, cloud-first’ provider, launched in July 2020, 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, which lives and breathes 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. Our expert team is flexible and 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.

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.

Responsibilities

• Onboarding new customers and completing ‘in life’ service enhancements for existing customers. Lead customer requirement discovery, consult on best practise, and innovate 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, organized and passionate about customer satisfaction.

Your Part 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.

Role

The role of the professional service engineer is to ensure the smooth transition from the sales order to live operation, ensuring the delivered solution delivers 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.
• Post deployment hypercare.

All About You

Experience/qualifications essential for this role:

• Proven experience delivering multiple end-to-end GenesysCloud customer projects in a Professional Services or consultancy role.
• Minimum of GenesysCloud Professional (GCP) certification.
• Demonstrated ability to lead customer discovery workshops, gathering both technical and operational requirements.
• Strong experience translating discovery outputs into clear, structured requirements and solution documentation.
• Advanced hands-on expertise with GenesysCloud, including Architect flows, routing, queues, IVR, digital channels, outbound campaigns, Quality and Workforce Engagement.
• Solid understanding of contact centre operations and best practices, including customer journeys and agent experience.
• Strong knowledge of telephony and VoIP, including SIP, number management, and call troubleshooting.
• Experience integrating Genesys Cloud with CRM and third-party systems.
• Proven ability to produce high-quality customer-facing documentation, including solution designs, configuration records, and handover packs.
• Confident communicator, able to engage effectively with customer stakeholders, from contact centre managers to technical teams.
• Experience delivering projects to agreed scope, timelines, and quality standards.

Experience/Qualifications Preferred For This Role

• Advanced Genesys Cloud certifications.
• Experience designing and delivering complex Architect flows, including data actions, Appfoundary applications.
• Experience with WEM, digital engagement, outbound, or journey management.
• Familiarity with APIs, JSON, and automation or scripting.
• Experience delivering train-the-trainer sessions, including creation of training materials and knowledge transfer plans.
• Experience mentoring junior engineers or supporting internal enablement.
• Exposure to pre-sales support, solution design, or RFP input.
• Experience of Central Government projects.

Most Important Attributes / Personal Qualities

• Customer focus
• Technical competence
• Strong project focus and delivery track record
• Enthusiasm
• Friendly professional communication style

You will live the Kerv values

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• 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.