Job Description

Location: UK - Hatfield | Job-ID: 214585 | Contract type: Standard | Business Unit: Information Technology
Life on the team
Join a high-impact team at the forefront of global service delivery innovation. As part of the GSD Systems team, you'll play a key role in delivering and enhancing the contact centre technologies that support Computacenter's Global Service Desk (GSD). With over 4,000 agents relying on our solutions daily, we ensure seamless multi-channel experiences - from voice and email to web chat and chatbot - with industry-leading reliability. You'll be surrounded by forward-thinking professionals who are passionate about technology, continuous improvement, and delivering exceptional customer experiences.
This is your opportunity to shape the future of contact centre solutions within a dynamic, global organisation that values innovation, autonomy, and technical excellence.
What you'll do

• Act as the technical authority for the Genesys Cloud CX platform, leading the design and delivery of enhancements aligned to business needs and solution standards
• Drive platform innovation, collaborating with internal stakeholders and partners to implement new capabilities and elevate service performance
• Deliver expert consultancy for both internal and external initiatives, guiding teams on how to best leverage Genesys Cloud CX
• Contribute to the strategic roadmap, identifying continuous improvement opportunities and setting direction for future technical development
• Design and build omni-channel flows (IVR, web chat, chatbot, email) using Genesys Architect
• Lead systems integration efforts using RESTful APIs and promote CX-as-Code practices within CI/CD pipelines
• Partner with suppliers and cross-functional teams to deliver impactful, future-ready solutions
• Support pre-sales and discovery efforts, championing platform standards and best practices to guide decision-making

What you'll need

• A bachelor's degree in Telecommunications, Computer Science, Engineering, or equivalent experience
• 8+ years of experience consulting on Genesys Cloud CX or other CCaaS platforms
• Expert-level knowledge and hands-on experience with Genesys Cloud CX, including Architect and flow development
• Strong experience with RESTful APIs, Terraform Cloud, GitHub, and CI/CD pipelines for automation and infrastructure-as-code
• A strong consulting background with skills in requirements gathering, user journey design, and technical delivery
• Experience working in Agile environments, ideally with familiarity in SAFe (Scaled Agile Framework)
• Outstanding communication and stakeholder engagement skills
• Preferred certifications: GCX-GCP (Professional), GCX-GCD (Developer), GCX-ARC (Architect)

Ready to drive the future of cloud contact centre solutions?
Join us as we redefine digital service delivery at scale - and make a global impact while doing it.
About us
With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world's greatest organisations, driving digital transformation, enabling people and their business.