Professional Service Engineer - Workforce Management

About Us:

Launched in July 2020, Kerv is a next-generation ‘customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era.  We are undergoing an exciting period of transformation and growth following the merger with a number of highly successful organisations.  

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, omni channel cloud based solutions to help our customers deliver industry-leading customer experience.   

At Kerv Experience we know that implementing a new CX platform is a big deal - that comes with big challenges. That’s why our expert team is flexible.  We’re ready to help our customers every step of the way with a fully responsive, risk-free approach, that’s built around them.  

We help our customers leverage the power of GenesysCloud alongside our own technology, such as CXTranslate. We are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for a number of years. 

About the Role:

Professional Services Engineer – Workforce Management (WFM) Focus 

Reporting to the Lead Professional Services Engineer, this role is primarily responsible for delivering high quality Workforce Management (WFM) implementations and service enhancements for Kerv’s customers. We are seeking a Professional Services Engineer with strong handson experience in WFM — ideally within Genesys Cloud — and a deep understanding of forecasting, scheduling, intraday management, and adherence processes.quality Workforce Management (WFM) implementations and service enhancements for Kerv’s customers. We are seeking a Professional Services Engineer with strong hands-on experience in WFM — ideally within Genesys Cloud — and a deep understanding of forecasting, scheduling, intraday management, and adherence processes. 

While WFM is the core focus, candidates with broader Workforce Engagement Management (WEM) experience — such as Quality Management, Speech and Text Analytics, Coaching, and Gamification — will be at an advantage, as these capabilities increasingly complement modern WFM strategies. 

This role blends technical configuration, customer consulting, and operational readiness to ensure customers maximise the value of their WFM investment. 

Key Responsibilities 

1. Workforce Management Delivery (Primary Focus)

• Lead WFM onboarding and configuration for new customers, ensuring solutions align with best practice. 

• Conduct discovery sessions to understand operational models, staffing approaches, and planning challenges. 

• Translate customer requirements into clear, approved delivery specifications. 

• Configure Genesys Cloud WFM components, including:  

• Business Units and Management Units 

• Forecasting models 

• Scheduling rules and shift templates 

• Activity codes and adherence settings 

• Intraday management tools 

• Support UAT, operational readiness, and golive planning. 

• Provide early life support and ensure a smooth transition to the Service Delivery team. 

• Deliver training to customer teams on forecasting, scheduling, intraday management, and adherence. 

1. Broader WEM Capability (Desirable, Not Essential)

Candidates with wider WEM experience will be able to support customers across additional Genesys Cloud capabilities, including: 

• Quality Management (forms, evaluation workflows, calibration) 

• Speech and Text Analytics (topic spotting, sentiment, acoustic insights) 

• Coaching and performance management 

• Gamification and agent engagement tools 

These skills are not mandatory but are highly valued, as they enhance the ability to deliver joined up workforce and experience optimisation. 

1. Implementation & Technical Delivery

• Configure Genesys Cloud and associated systems, including integrations with third party platforms where required. 

• Produce clear documentation, including delivery specifications, handover packs, and configuration guides. 


• Work closely with project managers, solution consultants, and customer success teams to ensure smooth delivery. 

1. Customer Consulting & Continuous Improvement

• Advise customers on WFM best practice and optimisation opportunities. 

• Analyse workforce processes to identify efficiency gains and operational improvements. 

• Support customers in using analytics and insights to refine their planning and performance strategies. 

• Contribute to the development of Kerv’s WFM and WEM propositions. 

Working Style & Expectations 

You will work as part of a broader delivery team but must be self-driven, organised, and passionate about customer outcomes. The role suits someone who enjoys: 

• Translating operational challenges into practical WFM solutions 

• Working hands-on with Genesys Cloud configuration 

• Guiding customers through change and best practice 

• Continuously improving processes and customer experience 

Your Part to Play:

Professional Services Engineers play a central role in ensuring Kerv Experience delivers high quality, innovative solutions to both new and existing customers. Working closely with PreSales, Solution Consultants, and Customer Success Managers, you will help translate customer goals into fully deployed, operationally ready solutions. 
 

Our implementations vary significantly in scale and complexity — from small, single department call centres to large, multisite, 1,000+ seat omni channel operations. While most customers are UK based, our growing success with Genesys Cloud across EMEA means some national and international travel may be required.

The core purpose of the Professional Services Engineer is to ensure a smooth transition from sales order to live operation, delivering solutions that align with each customer’s CX strategy, operational model, and performance targets.

To achieve this, you will be responsible for: 

• Running discovery workshops to deeply understand customer needs, operational processes, and workforce models. 

• Producing high quality documentation, including Functional Requirement Specifications, HighLevel Designs, golive plans, and service handover materials. 

• Configuring and deploying Genesys Cloud, alongside other Kerv CX products and AppFoundry solutions, ensuring best practice implementation. 

• Providing post-deployment hypercare, supporting customers through early life adoption and ensuring a smooth transition to BAU support. 

All About You:

We are looking for applicants with a strong blend of Workforce Management expertise, technical capability, and a customer-centric, consultative mindset. The ideal candidate will bring: 

Experience 

• 3–5 years’ experience in Workforce Management, WEM, or customer experience roles, ideally with exposure to both planning and consulting. 

• Hands on experience configuring or administering an omni-channel cloud contact centre platform, preferably Genesys Cloud. 

• Experience of contact centre operations, workforce planning practices, and realtime management. 

Technical Skills 

• Proficiency with Genesys Cloud CX, particularly WFM configuration and administration. 

• Understanding of alternative WEM platforms such as NICE, Verint, Calabrio, or equivalent.

• Familiarity with CX management tools and bestpractice methodologies. 

• Practical understanding of telecommunications services and call routing principles. 

• Experience using Web Service APIs (REST) for integrations or automation. 

Soft Skills 

• Friendly, professional communication and presentation style. 

• Strong problem solving and critical thinking abilities. 

• Ability to work independently and manage multiple projects simultaneously. 

• Strong interpersonal skills, with ability to collaborate  across cross-functional teams. 

• Customer focus, enthusiasm, and a proactive approach to continuous improvement.

You Will Live the Kerv Values 

• Team Is Everything 

• Think Customer first 

• Build Future 

• Spread Good Vibes 


• Do The Right Thing 

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together. 

You will live the Kerv values…

• Think Customer First


• Team is everything


• Spread good vibes


• Build future


• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.