Genesys Cloud Consultant

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.