Overview
At Computacenter, our Global Service Desk (GSD) is powered by innovative contact centre technology that supports over 4,000 agents worldwide. As a Technical Consultant, you'll join the GSD Systems team, where we design, deliver, and optimise the Genesys Cloud CX platform that enables seamless, multi-channel customer experiences. You'll collaborate with passionate colleagues and stakeholders across the business, working on high-impact projects that improve service performance and unlock new capabilities. With continuous opportunities to learn, develop, and work at the forefront of contact centre technology, this role offers a chance to make a real difference in how Computacenter delivers service to its customers.
Responsibilities
* Design, implement, and support enhancements for the Genesys Cloud CX platform
* Provide technical consultancy on initiatives that involve voice, email, web chat, chatbot, and other omni-channel capabilities
* Work closely with stakeholders, partners, and vendors to deliver solutions aligned to business needs
* Contribute to integrations using RESTful APIs and support the adoption of best practices
* Support continuous improvement activities, driving efficiency and optimisation across the platform
* Create clear technical documentation for design, governance, and delivery purposes
* Participate in pre-sales and discovery activities, helping shape solutions and standards
Qualifications
* 2-5 years' experience with Genesys Cloud CX or a similar CCaaS platform
* Hands-on knowledge of Architect for building omni-channel flows (IVR, Chat, Chatbot, Email)
* Familiarity with RESTful APIs for system integration within Genesys Cloud CX
* Exposure to CX-as-Code practices (CI/CD pipelines, Terraform Cloud, GitHub) desirable
* Experience across the full solution lifecycle, from requirements gathering to optimisation
* Understanding of Agile delivery methodologies (e.g., SAFe) is an advantage
* Strong communication and interpersonal skills to work effectively with technical and business teams
* Preferred certifications: Genesys Cloud CX Professional (GCX-GCP) and Architect (GCX-ARC)
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