Job Description

Genesys SME

Inside Ir35

Until October 2025

2-3 days onsite, London (Holborn)

Job Description:

We are seeking an experienced Genesys Subject Matter Expert (SME) to lead the design, implementation, and optimization of Genesys contact centre solutions. In this role, you will leverage your deep technical expertise and industry best practices to ensure the successful deployment and operation of Genesys platforms, working closely with cross-functional teams to deliver high-quality, scalable solutions. Experience in Genesys digital experience (especially chat implementation) is essential.

Skills and Qualifications:

- Education: Bachelor’s or Master’s degree in Computer Science, IT, or related fields.

- Experience: 10+ years of experience in contact centre technology implementation, with a focus on Genesys platforms.

- Expertise: In-depth knowledge of Genesys PureConnect, PureCloud, or PureEngage, including configuration, administration, and integration.

- Technical Knowledge: Strong understanding of SIP, VoIP, CTI, ACD, IVR, and other contact centre architectures and protocols.

- Problem Solving: Excellent troubleshooting and analytical skills to diagnose and resolve complex issues.

- Communication: Strong stakeholder management and collaboration skills.

- Certifications Genesys Certified Professional (GCP) or Genesys Certified Associate (GCA) certifications are highly desirable.

Key Responsibilities:

- Solution Design and Architecture:

Lead the architectural design of Genesys contact centre solutions, ensuring they align with business needs, scalability, and industry best practices. Define technical specifications, system architecture, and integration points based on project objectives.

- Implementation and Configuration:

Configure and customize Genesys software to meet specific business needs. Collaborate with IT teams, vendors, and partners to implement and integrate Genesys solutions seamlessly with existing systems.

- Technical Consultation and Support:

Provide expert advice, guidance, and troubleshooting for Genesys-related technical challenges. Act as a trusted advisor to stakeholders, maximizing the value of Genesys solutions.

- Performance Optimization:

Identify and implement performance improvements through system tuning, capacity planning, and diagnostic analysis. Ensure optimal system performance under various conditions.

- Training and Knowledge Transfer:

Deliver training sessions and workshops to build internal expertise on Genesys products and methodologies. Facilitate knowledge sharing within the organization.

- Vendor Management:

Maintain strong relationships with Genesys representatives and partners. Stay updated on product roadmaps and industry trends to maximize solution effectiveness