Genesys Cloud – Client Consultant
Location: Manchester (considering Newcastle, London, Birmingham, Bristol)
Hybrid working: 3 days in office, 2 days remote.
Overview
The Customer Solutions Design Consultant leads and delivers a variety of consulting workstreams that shape end–to–end technical solutions. They work closely with stakeholders to understand and interpret business needs, translating them into clear, deliverable solution designs.
What You’ll Be Doing
* Capture detailed customer technical and business requirements and translate them into clear, actionable solution recommendations aligned with consulting and solution‑development methodologies.
* Advise on and help shape the technical direction for customer engagements, supporting stakeholders in moving toward effective solution designs based on best practice, platform capabilities, and desired business outcomes.
* Lead and facilitate the review and validation of new solutions and in‑life service enhancements, ensuring they integrate effectively across all domains and align with product roadmaps and broader strategic objectives.
* Encourage continuous improvement across solution development, consulting practices, and delivery capability throughout end‑to‑end engagements.
* Manage customer‑facing consulting engagements, including scoping, producing Statements of Work, and coordinating third‑party contributions and dependencies.
* Build strong senior‑level customer relationships by providing trusted specialist consulting support and helping shape service strategy, operational decisions, and long‑term transformation plans.
* Promote consistency in architectural, technical, and delivery processes to reduce cost, increase efficiency, and enhance solution quality.
* Guide customer migration planning and execution, supporting organisations through transitions from legacy platforms to modern technologies and operating models.
* Coordinate and contribute to impact assessments, solution documentation, and updates to ensure accuracy, traceability, and alignment with evolving requirements.
* Support the resolution of complex solution and service issues by guiding root‑cause analysis, coordinating troubleshooting activities, and managing escalations to protect delivery outcomes.
* Proactively identify risks throughout the engagement lifecycle and apply appropriate controls and mitigation strategies in line with organisational and industry standards.
* Contribute thought leadership in complex bids, helping shape the strategic solution approach and clearly articulating customer‑focused value propositions.
* Coaching and mentoring consultants and technical team members, acting as a subject matter expert to support team capability and professional growth.
What You'll Need To Succeed (Skills and Experience)
* Expertise in Genesys Cloud CX is essential.
* Applying structured problem‑solving techniques to diagnose and resolve complex technical, operational, or business challenges.
* Advising on and refining the technologies, tools, and approaches best suited for new solutions, services, or customer outcomes.
* Gathering information through discovery and consultation, evaluating options, assessing implications, and providing clear, evidence‑based recommendations.
* Ensuring proposed solutions meet business, user, and operational requirements, while aligning with broader architectural principles, service strategies, and platform constraints.
* Demonstrating a growth mindset through continuous learning, reflection, and staying current with industry trends.
* Applying strong commercial and business acumen, leveraging a deep understanding of the organisation, customer context, and market dynamics to inform decision making.
* Defining and structuring essential components required to form viable technical or service solutions, ensuring clarity, scalability, and alignment with customer needs.
* Supporting customers and stakeholders through technology transitions, guiding them from legacy environments into modern platforms and operating models.
Benefits
* 10% on target annual bonus
* BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
* X4 Salary Life Assurance
* Wide range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
* 25 days annual leave (not including bank holidays), increasing with service
* Unlimited parental leave policies (up to 26 weeks in total)
* Enhanced women’s health support, including menopause, cancer screening, period care and more
* 24/7 private virtual GP appointments for UK colleagues
* 2 weeks paid carer’s leave
* World‑class training and development opportunities
* Option to join BT Shares Saving schemes
* Discounted broadband, mobile and TV package
* Access to hundreds of retail discounts including the BT shop
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