Senior Developer - Genesys Cloud & CCaaS

Senior Developer - Genesys Cloud & CCaaS

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Next is seeking a Senior Developer to help with the integration and development of AI Bot solutions as part of an ambitious Contact Centre modernisation project. This permanent role, based within the Next Communications Team, will be crucial in enhancing the company's existing cloud-based communications infrastructure.

This is an exciting opportunity for a Senior Developer to play a pivotal role in shaping the future of global contact centres at Next Communications. In this permanent position within an agile team, you'll be instrumental in both the day-to-day configuration and strategic evolution of our cloud-based contact centre ecosystem.

You’ll collaborate closely with Lead Developers and deliver robust solutions that align with our wider Contact Centre as a Service (CCaaS) strategy. This role goes beyond maintenance; you’ll be responsible for technical efforts, driving innovation, and supporting more junior team members of the Team.

A key focus will be on driving complex architectural changes, ensuring high standards of technical excellence and stability, particularly as we integrate AI into our customer journeys.

We’re looking for a self‑motivated, analytical, and hands‑on Senior Developer who can drive new ideas and practices into production.

• Proven Developer with a strong background in architecting, developing, and implementing Contact Centre solutions.
• Experience with Contact Centre as a Service (CCaaS) platforms, such as Genesys Cloud, NICE CXOne, or Amazon Connect. This includes:
  • Developing complex routing strategies and architecting flows.
  • Experience in designing, developing, and integrating AI-powered voicebots into Contact Centre platforms, specifically with Genesys Cloud.
  • Integrating with external systems (e.g., CRM, WFM, Reporting).
  • A deep understanding of Contact Centre platform APIs, SDKs, and development best practices.
• Experience with omnichannel capabilities (Voice, Email, Chat, Social Media) within a Contact Centre environment.
• Experience with Telephony and CCaaS principles and technologies, including VoIP, SIP, and call routing methodologies.
• Exceptional analytical skills and a strong problem‑solving aptitude.
• A collaborative team player who thrives in a fast‑paced, busy, and challenging environment.
• Excellent communication (oral and written), interpersonal, persuasion, and negotiating skills.
• Experience working in a large corporate IT environment.
• Flexibility to cover unsociable hours and peak periods at short notice.
• Strong understanding and adherence to change management processes.
• High standard of technical documentation.

• Experience with diverse CCaaS platforms:
  You should have strong familiarity and hands‑on experience with various Contact Centre as a Service (CCaaS) platforms, such as Genesys Cloud, NICE CXOne, or Amazon Connect.
• Genesys Specifics:
  While not essential if you have strong experience with other CCaaS platforms, a Genesys Cloud Certified Professional (GCP‑GC) certification is beneficial.
• 24/7 Business-Critical Environment:
  Experience working in a 24/7 business‑critical environment is highly valued.
• SQL Database Administration:
  Proficiency in administering a SQL Database Infrastructure.

You know Next, but did you know we’re a FTSE‑100 retail company employing over 35,000 people across the UK and Ireland? We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy online from over 70 countries around the world!

So we’ve gone global!

• 25% off most NEXT, MADE*, Lipsy*, Gap
  * and Victoria's Secret
  * products (
  * when purchased through NEXT)
• Company performance based bonus
• Sharesave scheme
• On-site Nursery available; OFSTED outstanding in all areas
• 10% off most partner brands & up to 15% off Branded Beauty
• Early VIP access to sale stock
• Access to fantastic discounts at our Staff Shops
• Restaurants with great food at amazing prices
• Access a…