At a Glance
- Tasks: Lead the design and implementation of innovative Genesys Cloud solutions for clients.
- Company: Response Informatics, a forward-thinking tech consultancy in London.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Exciting opportunity to shape AI-led enhancements in the insurance sector.
- Why this job: Join a dynamic team transforming contact centres with cutting-edge technology.
- Qualifications: 10-15 years in contact centre consulting, especially with Genesys solutions.
The predicted salary is between 59400 - 72600 £ per year.
We are currently hiring a Genesys Cloud Consultant for an exciting client engagement.
Location: London, UK (Hybrid) (3 days per week on-site in the City of London)
Positions: Contract (Inside IR35)
ROLE OVERVIEW
We are seeking an experienced Genesys Cloud Consultant to join a contact centre transformation programme on a contract basis. This is a senior, client-facing role for someone who has spent their career designing, implementing and migrating Genesys solutions ideally within the insurance sector and who can demonstrably move the needle on agent productivity and customer experience. You will bring deep hands-on Genesys expertise, a track record of successful migrations to Genesys Cloud, and enough exposure to AI-led enhancements to help shape the next generation of intelligent contact centre capabilities on top of the platform.
KEY 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 (e.g. Engage / PureConnect / on-premise estates) 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 for example 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.
ESSENTIAL EXPERIENCE
- 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.
NICE TO HAVE
- Experience with other CCaaS platforms (e.g. NICE, Amazon Connect, Five9, 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.
Cloud Consultant employer: Response Informatics
As a Credit Collections Specialist at our company, you will thrive in a dynamic work environment that prioritises employee development and collaboration. We offer competitive benefits, a supportive culture that encourages innovation, and ample opportunities for professional growth, all while being located in a vibrant area that fosters both personal and career advancement.
