Genesys Cloud Solutions Consultant

Insight Global are seeking a Genesys Cloud Solutions Consultant for a leading global organisation within the travel and hospitality sector.

This position requires 3 days onsite in Weybridge, UK for an initial 6-month contract .

The Genesys Cloud Solutions Consultant will act as the bridge between business stakeholders and contact centre technology teams, helping shape and optimise customer experience solutions within a large-scale Genesys Cloud CX environment. This is a highly functional and business-facing role focused on gathering requirements, facilitating discovery workshops, documenting solutions, and translating business needs into scalable contact centre capabilities. The successful candidate will support the design of IVR journeys, routing strategies, queue management frameworks, reporting requirements, and customer experience improvements while leading UAT activities and ensuring successful delivery of business outcomes.

Must-Have Requirements Include:

• Hands-on experience with Genesys Cloud CX
• Strong knowledge of Genesys Architect, ACD routing, queues, data tables, and administration capabilities
• Functional or consultative background within contact centre environments
• Experience running requirements gathering and discovery workshops with business stakeholders
• Ability to translate business requirements into structured functional designs and testable outcomes
• Experience creating acceptance criteria, process maps, and managing UAT activities
• Strong contact centre knowledge, including IVR design, routing strategies, queue management, and workforce management concepts
• Understanding of key contact centre performance metrics such as SLA, ASA, EWT, and transfer rates
• Experience using Jira and ServiceNow
• Excellent stakeholder management and communication skills across both business and technical teams

Plusses Include:

• Genesys Cloud certifications
• Experience with Conversational AI, including intent design, slot design, and fallback handling
• Vendor and partner management experience, including requirements validation and solution delivery oversight
• Knowledge of Genesys APIs
• Familiarity with CX-as-Code practices, including Terraform, Archy, and CI/CD methodologies
• Experience supporting contact centre platform migrations, particularly from legacy telephony solutions to cloud-based platforms
• Background within travel, hospitality, cruise, or other high-volume customer-facing organisations

Key Responsibilities:

• Facilitate workshops and stakeholder discussions to gather and refine business requirements
• Design and document customer journeys, call flows, routing strategies, and functional requirements
• Develop Genesys Architect solutions, including IVR menus, queue structures, and routing logic
• Define acceptance criteria and coordinate end-to-end UAT activities
• Conduct change impact assessments and support governance processes
• Evaluate integrations across CRM, AI, and contact centre technologies
• Ensure contact centre solutions align with wider business objectives and customer experience goals
• Support continuous improvement initiatives across a global contact centre environment

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