Overview
We’re looking for an experienced Genesys Cloud specialist to take technical ownership of our Genesys platform across a global organisation.
This is not a service desk role and not a junior implementation position.
You’ll be the technical lead for Genesys Cloud – designing how it works, how it integrates with other systems, and how it evolves over time. You’ll work closely with internal teams and external partners to make sure the platform is secure, scalable, well-designed, and genuinely supports how the business operates.
There are no direct reports, but you’ll act as the go-to expert – setting standards, guiding others, and providing assurance on complex or high-risk changes.
Why This Role Matters
Genesys Cloud sits at the centre of how we support customers.
If it’s poorly designed, the impact is immediate: poor service, frustrated teams, and unhappy customers.
In this role, you make sure:
- The platform is designed properly from the start
- Integrations work reliably across CRM and internal systems
- Security, resilience, and compliance are built in
- New features are introduced in a controlled, useful way
- Operational teams can run the platform confidently day to day
Your work directly improves customer experience and protects business continuity.
About the Team You’ll Join
You’ll join the Business Systems team within Group IT, working closely with architects, product owners, service teams, and trusted suppliers.
You won’t manage a team, but you will provide technical leadership, influence design decisions, and shape how Genesys Cloud is used across the organisation.
What You’ll Be Doing
- Owning the technical roadmap and overall health of Genesys Cloud
- Designing and implementing complex Genesys Cloud solutions
- Leading platform configuration, standards, and best practice
- Managing integrations with systems such as CRM and ticketing platforms
- Working with service and operations teams to ensure solutions are practical and supportable
- Defining governance for access, roles, and data in line with GDPR and security requirements
- Monitoring platform performance, licensing, and SLA adherence
- Leading technical testing, releases, and go-live support
- Assessing and introducing new Genesys features and capabilities
- Working closely with Genesys and implementation partners
- Producing clear technical documentation and ensuring knowledge transfer
- Providing technical assurance on complex or high-risk changes
- Driving automation, self-service, and AI-led improvements
- Translating business requirements into robust technical solutions
What We’re Looking For
This role is ideal for someone who already operates as a senior Genesys Cloud specialist.
You’ll bring:
- Strong, hands-on experience with Genesys Cloud in a production environment
- Genesys certifications (Foundation, Routing, Frameworks or similar) – essential
- Experience designing integrations (APIs, data flows, scripting)
- A solid understanding of cloud platforms, CRM systems, and Microsoft technologies
- Experience shaping technical standards and platform best practice
- Confidence working with suppliers and third-party partners
- Strong documentation skills and attention to detail
- Clear communication skills with both technical and non-technical audiences
Helpful but not essential:
- ITIL Foundation (or equivalent experience)
- Experience working in large, complex or regulated environments
What You’ll Gain
- A senior role with genuine ownership of a critical enterprise platform
- The opportunity to shape how Genesys Cloud is used at scale
- Exposure to complex integrations and enterprise architecture
- Support for continued professional development and certifications
- A collaborative, quality-focused culture that values doing things properly
Our Application Process
We’ve kept the process simple and supportive:
1️⃣ Apply online
Submit your CV and a short summary of your interest.
2️⃣ Initial Interview (plus Online Assessments)
A relaxed interview with our Talent Acquisition team, plus two short online assessments (unless completed in the last 12 months).
- CCAT: a 15-minute timed assessment
- EPP: untimed and completed at your own pace
3️⃣ Interview with the Business Applications team
A friendly discussion about your experience, approach, and fit for the role.
Join us to take ownership of a critical Genesys Cloud platform and shape how customer interactions work across a global business.
Salary: Competitive plus bonus
Location: UK Remote
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
