At a Glance
- Tasks: Lead the design and implementation of Genesys Cloud solutions for contact centres.
- Company: Join a dynamic team transforming the insurance sector with innovative tech.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Work in a collaborative environment with a focus on AI-led enhancements.
- Why this job: Make a real impact on customer experience and agent productivity in a senior role.
- Qualifications: 10-15 years in contact centre consulting, with strong Genesys expertise.
The predicted salary is between 69750 - 85250 £ per year.
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.
Genesys Cloud Consultant employer: Virtual Connect Solutions
At Virtual Connect Solutions, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. As a ServiceNow Solution Architect, you will have access to continuous professional development opportunities and the chance to work on cutting-edge projects that make a real impact in the enterprise landscape. Our commitment to employee well-being and a supportive environment makes us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Genesys Cloud Consultant
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Virtual Connect Solutions.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Virtual Connect Solutions. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Genesys Cloud Consultant
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Virtual Connect Solutions.
How to prepare for a job interview at Virtual Connect Solutions
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Virtual Connect Solutions's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Virtual Connect Solutions offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
