Cloud Consultant

Salary: £104,000 - 117,000 per year

Requirements:

• 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.

last updated 39 week of 2026