Genesys CX Consultant

Job Title:

Genesys CX Consultant

Req

Job Function:
Architecture Solution and Design

Posting

Start Date:

13/10/2026

Posting End Date: 25/10/2026

Division: UK Business

Job Location:

G  Glasgow
- Alexndr Bain Hse, G  Leeds - 1 Sovereign Street, G  Newcastle
- Gosforth TE, G
-Birmingham-Three Snowhill, G
-London-BTHQ One Braham, G
-Manchester-New Bailey

Advertised Salary:
Competitive + Market Leading Benefits

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

The Genesys CX Consultant combines technical and operational expertise to help organisations maximise the value of their customer experience technology investments. Working with internal and external stakeholders, you’ll design, implement and optimise contact centre solutions that improve customer and colleague experiences, increase productivity and deliver measurable improvements in CSAT and PSAT.

You’ll translate business requirements into effective technology solutions across areas including CCaaS, AI, automation, analytics and workforce optimisation. You’ll help shape and deliver transformation initiatives from initial requirements through to implementation, ensuring technology investments translate into tangible operational benefits that can be tracked and measured.

Acting as a trusted advisor, you’ll use data, industry best practice and your CX expertise to identify opportunities to improve performance, streamline operations and shape future operating models. Working across operational and technical teams, you’ll help ensure change is successfully adopted and that we deliver outcomes which strengthen customer relationships, turning our customers into BT advocates and referenceable clients.

• Shape customer solutions by understanding business, operational and technical requirements and translating them into innovative contact centre and CX solutions aligned to customer objectives, technology strategy and industry best practice.
• Be a trusted advisor to customers and stakeholders, using operational insight, data and industry expertise to influence investment decisions, transformation roadmaps, target operating models and future ways of working.
• Lead transformation from discovery through to delivery, ensuring solutions are effectively scoped, designed, implemented and transitioned, including supporting customers moving from legacy environments to modern platforms.
• Maximise the value of technology investments by defining measurable benefits and success criteria, while identifying opportunities for automation, optimisation, service improvement and innovation that enhance customer experience, colleague experience and operational performance.
• Drive successful customer outcomes by collaborating across sales, product, delivery, operations and partner teams, contributing to bids and proposals, championing best practice and continuous improvement, and taking ownership of customer satisfaction and benefits realisation throughout the customer lifecycle.

• Genesys expertise:
  Hands-on experience with Genesys Engage or Genesys CCaaS, with the ability to understand the solution’s capabilities, limitations and how it can be applied to meet business and customer needs.
• Consultative problem-solving:
  Strong discovery and problem-solving skills, with the ability to gather requirements, evaluate options and translate complex technical or operational considerations into clear, evidence-based recommendations.
• Stakeholder and customer engagement:
  Experience working consultatively with senior stakeholders and customers, communicating complex solutions clearly and building credible business cases and recommendations.