Genesys Cloud Solutions Consultant - UK

Job Description

Insight Global is seeking a Genesys Cloud Solutions Consultant. This is a highly functional, business-facing role focused on partnering with stakeholders to gather requirements, facilitate discovery workshops, and translate business needs into scalable Genesys Cloud CX solutions. The consultant will create functional designs, call flow documentation, routing strategies, customer journey maps, and acceptance criteria while owning UAT planning, defect management, and business signoff. They will design and document Genesys Architect solutions including IVR menus, inbound routing flows, bot integrations, queue strategies, skills-based routing, and reporting requirements. This individual will also establish governance standards, conduct change impact assessments, evaluate CRM and AI-related integrations, and ensure platform capabilities align with business objectives. The ideal candidate can bridge business needs and platform capabilities, helping drive customer experience initiatives across a large-scale global contact center environment.

Skills and Requirements

• 2+ years of hands-on Genesys Cloud CX experience

• Strong experience with Genesys Architect, ACD routing, queues, data tables, and admin console

• Functional/consultative background rather than engineering-focused experience

• Experience running requirements gathering workshops with business stakeholders

• Ability to translate business needs into structured, testable requirements and functional designs

• Experience creating acceptance criteria, process maps, and managing UAT

• Contact center expertise including IVR design, routing strategies, queue management, and WFM concepts

• Understanding of key contact center KPIs including SLA, ASA, EWT, and transfer rates

• Experience with Jira and ServiceNow Strong communication skills with both business stakeholders and leadership teams

• Genesys Cloud certification

• Conversational AI experience including intent design, slot design, and fallback behavior

• Experience with vendor management and partner-delivered solution, creating requirement packages and validating deliverables

• Knowledge of Genesys APIs

• CX-as-Code awareness (Terraform, Archy, CI/CD)

• Avaya-to-Genesys or similar contact center migration experience Experience within travel, hospitality, cruise, or other large consumer-facing organizations

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].