Junior Professional Service Engineer Workforce Management

Kerv; United Kingdom; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A next-generation cloud provider in the UK is seeking a Junior Professional Service Engineer to deliver Workforce Management implementations and service enhancements. You will configure Genesys Cloud components and support customer onboarding, ensuring solutions align with their needs. Ideal candidates have 1-2 years of experience with CCaaS products and strong problem-solving skills. This role offers the opportunity to work in a dynamic environment, focusing on optimizing customer engagement and experience.

Qualifications

• 1-2 years’ experience configuring or administering an omnichannel cloud contact centre platform, preferably Genesys Cloud.
• Awareness of alternative WEM platforms such as NICE, Verint, Calabrio.
• Some exposure to CCaaS integration with other systems via REST.

Responsibilities

• Participate in onboarding and configuration of new customers.
• Attend discovery sessions to understand operational models.
• Translate customer requirements into clear delivery specifications.

Skills

CCaaS products

Genesys Cloud

Problem-solving

Interpersonal skills

Job description

Junior Professional Service Engineer - Workforce Management

About Us

Launched in July 2020, Kerv 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 mergerwithanumber ofhighly successfulorganisations.

One of those organisations isKerv Experiencewholive and breathe customer engagement. Every day, we create and implement award-winning, omnichannelcloud basedsolutions to help our customers deliver industry-leading customer experience.

AtKerv Experiencewe know that implementing a new CX platformis a big deal- that comes with big challenges.That’swhy our expert team is flexible.We’reready to help our customers every step of the way with a fully responsive, risk-free approach,that’sbuilt around them.

We help our customersleveragethe power ofGenesysCloudalongside our own technology,such asCXTranslate.Weare a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year fora number ofyears.

About the Role:

Junior Professional Services Engineer – Workforce Management (WFM)

Reporting to the Lead Professional Services Engineer, this role is primarily responsible for delivering highquality Workforce Management (WFM) implementations and service enhancements forKerv’scustomers. We are seeking a Professional Services Engineer withsome administrative experience withGenesys Cloud,and aninterest in developing skills in workforce engagement.WEM is whereGenesysCloudbecomes employee centric, providing quality feedback on performance, gamification for productivity and compliance to theobjectivesof the customer.

This role blends technical configuration, customer consulting, to ensure customers maximise the value of theirCCaaSinvestment.

Key Responsibilities

• Participateonboarding and configurationofnew customers, ensuring solutions alignthe customer’s requirements.
• Attenddiscovery sessions to understand operational models, staffing approaches, and planning challenges.
• Translate customer requirements into clear, approved delivery specifications.
• Configure Genesys Cloud WFM components, including:
• Business Units and Management Units
• Scheduling rules and shift templates
• Activity codes and adherence settings
• Intraday management tools
• Support UAT, operational readiness, and golive planning.
• Provide early life support and ensure a smooth transition to the Service Delivery team.
• Eventually, deliver training to customer teams on forecasting, scheduling, intraday management, and adherence.

You will work as part of a broader delivery team but must be organised, and passionate about customer outcomes. The role suits someone who enjoys:

• Translating operational challenges into practical solutions
• Workinghands-onwith Genesys Cloud configuration
• Guiding customers through change and best practice
• Continuously improving processes and customer experience

Your part to Play:

Professional Service Engineers play a central role in ensuring Kerv Experience delivers high-quality, innovative solutions to both new and existing customers. Working closely with Presales, Solution Consultants, and Customer Success Managers, you will help translate customer goals into fully deployed, operationally ready solutions.

Our implementations vary significantly in scale and complexity — from small, single department call centres to large, multisite, 1,000+ seat omnichannel operations. While most customers are UK based, our growing success with Genesys Cloud across EMEA means some national and international travel may be required.

The core purpose of the a junior Professional Services Engineer is to ensure a smooth transition from sales order to live operation, delivering solutions that align with each customer’s CX strategy, operational model, and performance targets.

To achieve this, you will beinvolved in:

• Discovery workshops to understand customer needs, operational processes, and workforce models.
• Producinghigh-qualitydocumentation , including Functional Requirement Specifications,High-levelDesigns,go liveplans, and service handover materials.
• Configuring and deploying Genesys Cloud , alongside other Kerv CX products andAppFoundrysolutions.
• Providingpost deploymenthyper care , supporting customers through early lifeadoptionand ensuring a smooth transition to BAU support.

All about You:

We are looking for applicants withsome experience withCCaaSproducts&an interest in WEM.

Experience

• 1-2years’experienceconfiguring or administering an omnichannel cloud contact centre platform, preferably Genesys Cloud.
• Awarenessof alternative WEM platforms such as NICE, Verint,Calabrio, orother.
• Some exposure toCCaaSintegration with other systems via REST.

Soft Skills

• Friendly, professional communication and presentation style.
• Strongproblem-solvingandcritical thinkingabilities.
• Ability to work independently and manage multiple projects simultaneously.
• Strong interpersonal skills, with ability to collaborate effectively acrosscross functionalteams.
• Customer focus, enthusiasm, and a proactive approach to continuous improvement.

You Will Live the Kerv Values

• Team Is Everything
• Think Customer first
• Build Future
• Spread Good Vibes
• Do The Right Thing

At Kerv,we’rebuilding something special andwe’rebuilding 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.