Technical Consultant-Genesys

Location: IND - Bangalore 24/7 | Job-ID: 216133 | Contract type: Standard | Business Unit: IT Consulting

Life on the team

As a Technical Consultant, you will be responsible for providing technical consultancy, solution design, and implementation services for Computacenter’s Genesys Cloud CX platform, which underpins the Global Service Desk. You will work closely with business stakeholders, internal teams, and partners to deliver enhancements and support initiatives that improve service performance, enable new capabilities, and ensure the platform continues to meet evolving business needs.

What you will do

• Contribute to the design, implementation, and support of enhancements for the Genesys Cloud platform.
• Deliver technical consultancy on internal and customer-facing initiatives involving Genesys Cloud.
• Work with business stakeholders and external vendors to implement new capabilities and ensure solutions align with business objectives.
• Support continuous improvement activities, helping to identify opportunities to optimise performance and efficiency.
• Develop clear, well-structured technical documentation to support solution design, governance, and delivery.
• Collaborate with colleagues and suppliers to deliver technical solutions and integrations.
• Participate in pre-sales and discovery activities where required, supporting the adoption of platform standards and best practices.

What you'll need

• 9 to 15 years years of experience working with Genesys Cloud CX or similar CCaaS platforms.
• Hands-on experience using Architect to develop and innovate changes to our existing omni channel flows (Voice - IVR, Web Chat, Chatbot and Email). • Familiarity with RESTful APIs for systems integration within the Genesys Cloud CX.
• Exposure to CX-as-Code practices (CI/CD pipelines, Terraform Cloud, GitHub) desirable.
• Experience across the solution lifecycle from requirements gathering and user journey design to implementation and optimisation.
• Understanding of Agile delivery methodologies, such as SAFe, is a plus. • Strong communication and interpersonal skills, with the ability to collaborate effectively across technical and business teams.
• Preferred certifications: Genesys Cloud CX Professional (GCX-GCP) and Architect (GCX-ARC).

About us 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.