Genesys Cloud Technical Lead

Please Note: Hybrid Working Role 1-2 Days a week in Richmond (London) based office

About Us:

Launched in July 2020, the Kerv Group is a next-generation ‘customer-first, cloud-first provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver an industry-leading customer experience.

At Kerv Experience we know that implementing a new CX platform is a big deal - that comes with big challenges. That’s why our expert team is flexible. We’re ready to help our customers every step of the way with a fully responsive, risk-free approach, that’s built around them.

We help our customers leverage the power of Genesys Cloud and Zendesk, alongside our technology, VoxivoCX. Kerv Experience is a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for the past two years.

About the Role:

Reporting to the Head of Support, we are seeking a Genesys Cloud Tech Lead who combines technical expertise and problem-solving skills with a passion for exceptional customer service.

The successful candidate will be responsible for:

• Oversee the design, implementation, and management of a comprehensive managed service for Genesys Cloud and related products.
• Ensure adherence to service level agreements (SLAs) and continuous monitoring of service quality.
• Maintain regular communication with customers throughout the service/change management process.
• Collaborate with third-party suppliers and internal development teams to fulfil complex requests.
• Manage and fulfil customer service and change requests in a timely manner.
• Contribute to the development and upkeep of the customer knowledge base.
• Lead a small team, fostering a collaborative and customer-focused environment.

Your part to Play:

As part of a dynamic and supportive team, you will work closely with the Head of Support while taking ownership of key managed service operations.

The Managed Service Manager will:

• Triage incoming customer requests, assess their complexity, and determine the appropriate resolution path.
• Engage directly with customers to capture and clarify requirements.
• Ensure all customer requests are handled promptly and consistently.
• Drive continuous improvements to enhance the customer experience and maximise the value customers derive from Genesys Cloud and related solutions.

All About You:

We are looking for an engineer with the following skills and attributes:

Skills and Experience:

• Strong written and oral communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Proven experience with implementing or configuring Genesys Cloud
• Experience collaborating with telecommunications carriers and supporting omnichannel communication products or contact centre operations.

Personal Attributes:

• Outstanding judgement in evaluating customer requests based on risk, impact, and effort.
• Self-motivated and adaptable to a fast-paced business environment.
• Technical competence and a proactive approach to learning new technologies.
• A customer-centric mindset with a focus on delivering exceptional service.

You will live the Kerv values …

Team is everything

Think Customer-first

Build Future

Spread good vibes

Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.