About this role
<p><strong>Location:</strong> IN - Bangalore 24/7 | <strong>Job-ID:</strong> 216132 | <strong>Contract type:</strong> Standard | <strong>Business Unit:</strong> IT Consulting</p> <p> </p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt;color:black"><strong><span style="line-height:115%">Life on the team</span></strong></span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">As a Senior Technical Consultant – Genesys, you will be responsible for providing expert design, consultancy, and technical services for Computacenter’s Genesys Cloud CX platform, which underpins the Global Service Desk. You will lead on technical change initiatives aimed at delivering innovation and continuous improvement across the platform. This includes working closely with business stakeholders and our partners to identify, assess, design, and implement enhancements that enable new capabilities and elevate service performance.</span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt;color:black"><strong><span style="line-height:115%">What you will do</span></strong></span></p> <ul> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Act as the technical authority for the Genesys Cloud CX platform, ensuring solutions are aligned with solution standards and business objectives </span></li> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Lead the design and implementation of platform innovations and enhancements, collaborating with business stakeholders and external vendors. </span></li> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Deliver expert consultancy on internal, customer-facing, and business-led initiatives involving Genesys Cloud CX. </span></li> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Contribute to the strategic roadmap for Genesys Cloud technologies, identifying opportunities for continuous improvement. </span></li> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Produce clear, concise, and well-structured technical documentation to support solution design, governance, and delivery. </span></li> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Assess, design, and deliver new capabilities or technical solutions, working in partnership with suppliers and internal teams. </span></li> <li style="line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;line-height:115%;font-family:arial, helvetica, sans-serif;color:black">Support pre-sales and discovery activities, guiding business units in the adoption of platform standards and best practices.</span></li> </ul> <p style="line-height:normal;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt;color:black"><strong>What you'll need </strong></span></p> <ul> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Bachelor’s degree in Telecommunications, Computer Engineering, Computer Science, or related discipline or equivalent professional experience. </span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">8+ years of experience in consulting for Genesys Cloud CX or similar CCaaS platforms. </span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Deep technical knowledge of Genesys Cloud CX, with hands-on experience using Architect to build omni-channel flows (Voice – IVR, Web Chat, Chatbot, Email). </span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Proven experience working with RESTful APIs for systems integration within the Genesys Cloud CX.</span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Strong experience implementing and managing CX-as-Code practices within CI/CD pipelines using Terraform Cloud for infrastructure-as-code and GitHub for version control and automation.</span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Strong consulting background across the solution lifecycle from requirements gathering and user journey design to implementation and optimisation. </span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Familiarity with Agile delivery methodologies, such as SAFe (Scaled Agile Framework) </span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Excellent communication and interpersonal skills, with the ability to effectively engage, influence, and collaborate with both technical teams and business stakeholders.</span></li> <li style="line-height:normal;font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black"><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif;color:black">Preferred certifications: Genesys Cloud CX Professional (GCX-GCP), Developer (GCX-GCD), and Architect (GCX-ARC).</span></li> </ul><p><span style="font-family:arial, helvetica, sans-serif;color:black"><strong>About us </strong>With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.</span></p>