Salary: £104,000 - 117,000 per year
Requirements:
- 10–15 years of contact centre / CCaaS consulting experience, with the majority focused on Genesys.
- Proven, hands-on Genesys implementation experience within the insurance sector.
- Demonstrable experience migrating clients to Genesys Cloud end to end.
- Strong track record of delivering agent time efficiencies and improving both agent and customer experience, backed by measurable outcomes.
- Exposure to building AI-enabled components on top of Genesys Cloud.
- Excellent client-facing, stakeholder management and communication skills at a senior level.
- Based in London with the ability to work on-site in the City of London three days per week.
- Experience with other CCaaS platforms such as NICE, Amazon Connect, Five9, or Twilio.
- Relevant Genesys Cloud certifications.
- Experience integrating contact centre platforms with CRM, workforce management, and core insurance systems.
- Experience within a consulting or systems integrator environment.
Responsibilities:
- Lead the design and implementation of Genesys Cloud solutions across voice and digital channels, translating business requirements into robust, scalable contact centre architectures.
- Own and deliver migrations from legacy Genesys platforms to Genesys Cloud, managing risk, cutover, and stabilisation.
- Design and deliver measurable improvements in agent handle time, occupancy, and overall agent efficiency, alongside tangible uplifts in customer experience and satisfaction.
- Shape and prototype AI-led components on top of Genesys Cloud, such as bots, virtual agents, agent-assist, transcription/analytics, and routing intelligence.
- Act as the trusted Genesys subject-matter expert for insurance clients, advising on best practice, roadmap, and platform capability.
- Partner with client stakeholders, delivery teams, and integration partners to ensure solutions are delivered on time, to quality, and to commercial expectations.
- Support pre-sales, solutioning, and estimation activity where required, contributing to proposals and statements of work.
Technologies:
- AI
- Cloud
- CRM
- Genesys
- Support
- DevOps
More:
We are hiring a Genesys Cloud Consultant for an exciting client engagement on a contract basis. This is a senior, client-facing role supporting a contact centre transformation programme, with a focus on designing, implementing, and migrating Genesys solutions, ideally within the insurance sector. The role is based in London, UK, with a hybrid working pattern and three days per week on-site in the City of London. The position is inside IR35.
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Cloud Consultant in London employer: Response Informatics Limited.
As a leading employer in the tech industry, we offer an innovative work culture that fosters collaboration and creativity, particularly for our Product Owners. Located in a vibrant city, we provide competitive benefits, opportunities for professional growth, and a commitment to continuous learning, ensuring that our employees can thrive both personally and professionally while making a meaningful impact on product development.
Contact Details:
Response Informatics Limited. Recruitment Team
