A senior Genesys Cloud consultant on a contract basis (inside IR35) leading contact centre transformation for insurance-sector clients: designing and implementing Genesys Cloud voice/digital solutions, migrating legacy platforms, improving agent efficiency, and prototyping AI components like bots and agent-assist. Hybrid role with three days per week on-site in the City of London.
10–15 years of contact centre / CCaaS consulting experience, with the majority focused on Genesys.
Proven, hands-on Genesys implementation experience within the insurance sector.
Demonstrable experience migrating clients to Genesys Cloud end to end.
Strong track record of delivering agent time efficiencies and improving both agent and customer experience, backed by measurable outcomes.
Exposure to building AI-enabled components on top of Genesys Cloud.
Excellent client-facing, stakeholder management and communication skills at a senior level.
Based in London with the ability to work on-site in the City of London three days per week.
Experience with other CCaaS platforms such as NICE, Amazon Connect, Five9, or Twilio.
Relevant Genesys Cloud certifications.
Experience integrating contact centre platforms with CRM, workforce management, and core insurance systems.
Experience within a consulting or systems integrator environment.
Responsibilities:
Lead the design and implementation of Genesys Cloud solutions across voice and digital channels, translating business requirements into robust, scalable contact centre architectures.
Own and deliver migrations from legacy Genesys platforms to Genesys Cloud, managing risk, cutover, and stabilisation.
Design and deliver measurable improvements in agent handle time, occupancy, and overall agent efficiency, alongside tangible uplifts in customer experience and satisfaction.
Shape and prototype AI-led components on top of Genesys Cloud, such as bots, virtual agents, agent-assist, transcription/analytics, and routing intelligence.
Act as the trusted Genesys subject-matter expert for insurance clients, advising on best practice, roadmap, and platform capability.
Partner with client stakeholders, delivery teams, and integration partners to ensure solutions are delivered on time, to quality, and to commercial expectations.
Support pre-sales, solutioning, and estimation activity where required, contributing to proposals and statements of work.
Technologies:
AI
Cloud
CRM
Genesys
Support
DevOps
More:
We are hiring a Genesys Cloud Consultant for an exciting client engagement on a contract basis. This is a senior, client-facing role supporting a contact centre transformation programme, with a focus on designing, implementing, and migrating Genesys solutions, ideally within the insurance sector. The role is based in London, UK, with a hybrid working pattern and three days per week on-site in the City of London. The position is inside IR35.