Cloud Consultant

• 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.

• 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.