Functional Consultant - Genesys

Functional Consultant – Genesys

Location: Hatfield

Join a dynamic and customer-focused team at the forefront of delivering exceptional cloud-based contact center solutions. As a Functional Consultant for Genesys Cloud, you’ll play a pivotal role in guiding customers through the design of their services, ensuring solutions align with best practices and strategic objectives. Acting as the trusted advisor, you’ll lead conversations that shape the customer experience before handing over to our build teams for implementation.

Our environment is fast-paced, collaborative, and innovative. You’ll work closely with customers and internal teams to bring ideas to life, leveraging agile methodologies and Kanban practices to drive efficiency and continuous improvement. We empower our consultants to stay ahead of the curve with ongoing certifications, training, and opportunities to progress into senior roles or specialize in innovation.

If you thrive on solving complex challenges, influencing design decisions, and making a tangible impact on customer success, this is your chance to join a team that values expertise, creativity, and growth.

What you’ll do

• Act as the primary functional consultant and customer liaison for Genesys Cloud engagements, ensuring business needs are clearly understood and effectively translated into solution designs.
• Lead the capture and validation of functional and non-functional requirements, working closely with customer stakeholders to align outcomes with business objectives.
• Produce and own functional and technical specifications, ensuring clarity, quality, and alignment across Genesys Cloud and integrated systems.
• Guide and oversee the configuration and delivery of Genesys Cloud solutions, working with technical and delivery teams to ensure solutions are implemented in line with design, scope, timelines, and quality expectations.
• Provide functional leadership and governance across delivery activities, acting as a point of escalation for complex issues and supporting team members where needed.
• Plan, support, and manage system and business testing activities, ensuring testing coverage is appropriate and outcomes are suitable for progression through delivery milestones.
• Build and maintain strong, trusted relationships with senior customer stakeholders, providing confidence in delivery progress, solution design, and decision‑making.
• Collaborate with internal teams to drive best practice, consistency, and continual improvement in Genesys Cloud solution delivery.
• Ensure changes are delivered smoothly by applying robust release, change, asset, and configuration management practices, minimising risk and service disruption.
• Proactively identify opportunities for optimisation, enhancement, and improved customer experience, contributing recommendations and improvement proposals.
• Work with Principal Consultants, Architects, and specialists to evaluate and introduce new platform capabilities and technologies within the contact centre landscape.
• Share knowledge, insights, and best practice across the consulting community to improve delivery effectiveness, quality, and customer outcomes.
• Maintain accurate, high‑quality documentation, ensuring deliverables and specifications remain current and aligned to agreed standards.

What you’ll need

Essential:

• A good understanding of business processes within their specialist scope
• A comprehensive knowledge of the system functionality from both a user and a system configuration perspective.
• Able to document system design requirements and specifications in a clear, unambiguous manner.
• A good understanding of the infrastructure supporting the applications especially interfaces.
• Good understanding of software development principles and methodologies
• Takes a logical, analytical approach to problem solving and takes responsibility in resolving.
• Writes and speaks fluently on all aspects of work and communicates effectively
• Works effectively as part of a team

Desirable:

• Project Management Skills
• Business Process background
• Risk Analysis methods, techniques and tools
• Qualified in relevant professional qualification
• Able to demonstrate a strong commercial mindset
• Frameworks and processes, etc., e.g. ITIL, SAFe, DevSecOps, etc.