Genesys jobs in Reino Unido

AI Solutions Specialist -Presales Salary + Benefits to be discussed over a call London - Hybrid Options Available £75,000 base salary + £25,000 OTE + Benefits Are you passionate about how AI can transform customer engagement? We’re looking for a creative, commercially minded AI Solutions Specialist to join a fast-growing European leader in digital CX transformation. This is an opportunity to shape the future of intelligent customer interactions for some of the world’s most recognized brands. As an AI Solutions Specialist, you’ll sit at the intersection of technology, business strategy, and customer experience. You’ll help enterprise clients understand how Conversational AI, Generative AI, and automation can unlock measurable value across their contact centres and digital channels. 🌍 What You’ll Do • Lead discovery sessions with enterprise clients to uncover needs and opportunities for AI and automation., • Design and validate end-to-end AI architectures that are scalable, secure, and outcome-driven., • Support bids and proposals with credible technical and operational input., • Deliver compelling demos and presentations that show real business impact., • Collaborate with Solution Engineers on proof-of-concepts and client showcases., • Advise on AI trends, technologies, and best practices to shape go-to-market strategies., • Mentor colleagues and contribute to a culture of knowledge-sharing and enablement. ⚙️ What You Bring • Deep knowledge of Conversational AI, Generative AI, and automation frameworks., • Understanding of CX and contact centre ecosystems (CCaaS platforms like Genesys, NICE, Avaya, Five9, or Amazon Connect)., • Experience designing or supporting enterprise-scale AI deployments., • Commercial acumen, including ROI modelling and TCO analysis., • Strong communication and presentation skills with executive audiences., • Ability to balance technical depth with business storytelling., • Leadership and mentoring capability within cross-functional teams. 🧠 Tech Stack Familiarity • AI/Automation: Conversational AI platforms, LLMs, agentic AI, RPA tools., • Cloud: AWS, Azure, or Google Cloud., • Integration: APIs, microservices, middleware., • Data: Advanced analytics and reporting tools. 🎓 Preferred Experience & Certifications • Background in Presales, Solutions Consulting, or Technical Architecture., • Experience in AI-enabled customer experience transformation., • Degree in Computer Science, AI, or related field (or equivalent practical experience)., • Cloud, AI/ML, or CX vendor certifications (AWS/Azure/GCP, Genesys Cloud, OpenAI, Hugging Face, etc.) are a plus., • Flexible / remote working options, • Private healthcare and life insurance, • Pension plan, • Cycle-to-work scheme, • 28 days paid annual leave (including company-wide wellbeing days), • Access to LinkedIn Learning and ongoing development programs If you’re ready to shape the future of AI-driven customer experience and thrive in a collaborative, fast-paced environment — we’d love to hear from you. • Seniority Level, • Mid-Senior level, • Industry, • IT Services and IT Consulting, • Employment Type, • Full-time, • Job Functions, • Analyst, • Skills, • Large Language Models (LLM)

Sales Director – UK (Hunter Role) FTE London, UK (Hybrid) About the Role: We are seeking a high-performing Sales Director (Hunter) to drive new business acquisition across the UK market. The ideal candidate will have strong experience selling technology solutions and services in the FinTech and Telecommunication domains. This role requires a results-driven sales leader with proven ability to build pipelines, win large strategic accounts, and open new revenue streams. Key Responsibilities: • Identify, pursue, and close new business opportunities in the UK market, with a strong hunter mindset., • Develop and execute strategic sales plans to achieve revenue and margin targets., • Build and maintain a robust pipeline across FinTech and Telecom sectors., • Lead end-to-end sales cycles, including prospecting, pitching, proposal development, negotiations, and closure., • Work closely with delivery, solution, and practice teams to shape offerings and respond to RFPs/RFIs., • Establish strong C-suite relationships with prospects and strategic accounts., • Conduct market analysis to identify trends, competitive positioning, and new customer opportunities., • Represent the organization at industry events, conferences, and client engagements. Domain Expertise Required 1. FinTech • Experience selling into banks, financial institutions, digital payment companies, and financial service providers. • Understanding of regulatory, compliance, and digital transformation needs. 2. Telecommunications • Experience working with telecom operators, ISPs, and network infrastructure providers., • Knowledge of OSS/BSS, customer experience platforms, and digital telco transformation. Technology & Solution Selling Experience Candidate must have hands-on sales experience in at least two of the following, with working knowledge of the rest: • ServiceNow (ITSM, CSM, FSM, HRSD – Implementation & Managed Services), • Contact Centre Transformation [Genesys Implementation (Cloud, CX,)], • AI Implementation (GenAI solutions, automation, predictive analytics, AI-led transformation), • Salesforce (Sales, Service, Marketing Cloud – CRM transformation engagements) Required Skills & Experience • 12–18+ years of IT services or consulting sales experience., • Minimum 5+ years selling into the UK market., • Proven track record of hunting and closing large enterprise deals (£500K–£5M+)., • Strong consultative selling and executive communication skills., • Ability to navigate complex enterprise procurement and contracting processes., • Experience working with cross-functional teams in a global delivery model., • Self-motivated, target-driven, and able to operate with minimal supervision. Preferred Qualifications • MBA or relevant postgraduate degree (preferred but not mandatory)., • Existing C-suite network inFinTech and Telecom industries., • Understanding of cloud, digital transformation, and emerging technology ecosystems. What We Offer • Competitive compensation with uncapped commission., • Opportunity to lead sales in a high-growth region., • Global team support for pre-sales, solutioning, and delivery., • Fast-paced, entrepreneurial work culture.

Head of Customer Experience & Contact Center Operations London | Hybrid Up to £100 + £17k Bonus, 30 Days Holiday, 14% Pension, Full Family Health Care + This is a senior leadership experience in multi-site customer-service & contact-centre operations and requires a strong understanding finance,/banking telephony, case-management and workforce-management platforms (e.g., Genesys, NICE, Verint, Zendesk, Salesforce Service Cloud). Overseeing multi-site operations including offshore locations you will own service performance across customer-service operations, ensuring consistent service levels, strong workforce planning, robust quality controls, and a high-performance culture. Lead risk management, operational reporting, and continuous improvement across multiple region Key Responsibilities • Oversee capacity planning, forecasting, and service-level delivery., • Manage operational budgets and monthly performance reviews., • Lead service tools oversight (telephony, case management, reporting platforms)., • Drive a strong risk-management culture and compliance with customer-outcome obligations., • Build capability: recruitment, onboarding, skills development, competency frameworks., • Lead Quality Assurance and ensure consistent service standards., • Develop executive-level reporting and operational dashboards., • Partner with product, change, and technology teams to improve customer journeys., • Monitor industry best practice and competitor activity to inform service strategy. Candidate Profile • Senior leadership experience in customer operations or contact-centre environments., • Prior experience in a Large Financial Services firm. (Bank, Insurance, Credit Cards Etc.), • Strong understanding of telephony/case-management platforms (e.g., Genesys, NICE, Zendesk)., • Skilled in capacity modelling, forecasting, and performance management., • Experience operating in regulated environments., • Strong analytical, reporting and stakeholder-management capabilities., • Proven track record developing teams and uplifting service culture., • Comfortable leading through change and transformation.

Zendesk Product Owner Location: Hybrid - Liverpool Street (1-2 days a week) Salary: £80-100k Job Type: Permanent Role Overview: We are seeking an experienced Zendesk Product Owner with strong expertise in contact centre platforms, ideally Zendesk, to lead the vision, strategy, and delivery of our customer service and support technology stack. This role will own the product roadmap for our contact centre solutions, driving enhancements that improve customer experience, operational efficiency, and agent productivity. As the Product Owner, you will collaborate closely with engineering, operations, customer support, and external vendors to deliver scalable features and seamless integrations. You will act as the voice of the customer and the business, ensuring our platforms align with both short term operational needs and long term strategic goals. Key Responsibilities: • Own and define the product roadmap for contact centre tools, with a strong focus on Zendesk (Support, Guide, Talk, Chat, Messaging, etc.)., • Prioritise the backlog based on business value, impact, and customer insights., • Translate business requirements into clear epics, user stories, and acceptance criteria., • Ensure the product vision aligns with company goals and customer experience strategies., • Contact Centre Platform Expertise, • Lead the design, optimisation, and rollout of workflows across Zendesk: triggers, automations, macros, ticket routing, SLAs, reporting, and knowledge management., • Partner with contact centre leadership to improve agent workflows, customer journeys, and service level performance., • Evaluate and implement features or integrations that enhance omnichannel support (voice, email, chat, messaging, self service)., • Cross Functional Collaboration, • Work closely with engineering, QA, data, operations, and support teams to deliver high quality product releases., • Collaborate with vendors d third party partners to ensure platform updates and integrations perform to expectation., • Data & Insights, • Analyse performance metrics (CSAT, FRT, AHT, ticket volumes, deflection rates, etc.) to identify optimisation opportunities., • Ensure robust reporting and dashboards are available for operational teams., • Leverage customer insights and feedback loops to shape product priorities. Quality & Delivery: • Define and validate acceptance criteria for all user stories., • Support QA and UAT efforts to ensure solutions meet business needs., • Lead change management efforts, including training materials, release documentation, and communication., • Required Skills & Experience, • Proven experience as a Product Owner or Product Manager within contact centre or customer support environments., • Strong hands on experience with Zendesk (Support, Guide, Talk, Chat/Messaging, or equivalent platforms like Salesforce Service Cloud, Freshdesk, Genesys Cloud, etc.)., • Solid understanding of contact centre operations, workflows, SLAs, and service design., • Skilled at writing user stories, acceptance criteria, and managing product backlogs., • Experience working in Agile environments (Scrum/Kanban)., • Strong communication, stakeholder management, and workshop facilitation skills., • Ability to balance strategic thinking with detailed execution. Nice to Have: • Zendesk certifications or advanced admin experience., • Experience with telephony integrations (Zendesk Talk, Amazon Connect, Aircall, etc.)., • Scripting or API familiarity to support platform integrations (JSON, REST APIs)., • Experience with data analytics tools (Looker, Tableau, Power BI).