Junior Professional Service Engineer

Kerv; England; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading customer engagement provider in the UK is looking for a Professional Service Engineer to join their dynamic team. The successful candidate will handle onboarding and enhancements for customers, configure Genesys Cloud, and provide support for operational readiness. Candidates should have a background in cloud-based SaaS solutions, solid communication skills, and technical competence. This role may involve national and international travel to meet the needs of a diverse client base, ensuring top-notch customer satisfaction at all stages.

Qualifications

• Awareness of contact centre fundamentals.
• Strong project focus and delivery track record.
• Technical competence and ability to explain concepts clearly.

Responsibilities

• Onboarding new customers and completing service enhancements.
• Documenting requirements into an approved delivery specification.
• Configuring GenesysCloud and integrating with third-party platforms.
• Supporting operational readiness and defining the go-live strategy.
• Providing early go-live support during transitions.

Skills

Basic understanding of cloud-based SaaS solutions

Strong written and verbal communication skills

Fundamental knowledge of telephony and networking concepts

Experience producing clear technical documentation

Exposure to Genesys Cloud or similar CCaaS

Education

Relevant academic or technical qualifications in IT

Tools

Genesys Cloud

Webservice APIs (REST)

Job description

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 merger with a number of highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, omnichannel cloud based solutions to help our customers deliver 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 GenesysCloud alongside our own technology, such as CXTranslate. We are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for a number of years.

About the Role

Reporting to the Lead PS Engineer, we are looking for a professional service engineer, with a demonstrable understanding of contact centre technology preferably GenesysCloud.

The successful candidate will be responsible for:

• Onboarding new customers and completing ‘in life’ service enhancements for existing customers. Leading customer requirement discovery, consulting on best practise and innovating solutions to meet customer needs
• Documenting requirements into an approved delivery specification
• Configuring GenesysCloud and associated systems, including integrating with third party platforms where necessary
• Supporting operational readiness by training the customer’s trainer, supporting UAT and defining the go-live strategy
• Documenting and briefing the service delivery team
• Early go-live support and the transition to Kerv Experience’s Service Delivery team.

You will be working as part of broader team supported by a project manager but must be driven organised and passionate about customer satisfaction.

Your part to Play

Professional Service Engineers are primarily tasked ensuring Kerv Experience delivers high quality innovative solutions to new and existing customers, by working closely with the Pre-Sales team and Customer Success Managers.

Our installations range in size and complexity from relatively simple call centre departments, to 1,000+ seat omni-channel contact centres. Our customers are predominantly based in the UK, however with our success with Genesys across EMEA, there is a growing number of international clients and therefore a degree of national and international travel may be necessary.

All about You

We are looking for engineers with the following skills and attributes:

Experience/qualifications essential for this role

• Basic understanding of cloud-based SaaS solutions, ideally within a CCaaS environment
• Awareness of contact centre fundamentals
• Exposure (through study, placement, apprenticeship, or early career role) to Genesys Cloud or similar CCaaS platforms
• Fundamental knowledge of telephony and networking concepts, such as VoIP, SIP, TCP/IP, DNS, and firewalls
• Experience producing clear, structured technical documentation, such as configuration notes, handover documents, or user guides
• Strong written and verbal communication skills, with the ability to explain technical concepts in a clear, friendly, and professional manner
• Relevant academic or technical qualification (e.g. IT, Computer Science, Telecommunications, or equivalent practical experience)

Experience/qualifications preferred for this role

• Hands-on experience configuring or supporting Genesys Cloud (e.g. Architect flows, queues, routing, users, or integrations)
• Familiarity with Genesys Cloud Architect, admin tools, or analytics
• Understanding of CRM integrations, particularly Salesforce or similar platforms
• Awareness of identity and access management (SSO, OAuth, SCIM)
• Genesys Cloud certifications or formal training
• Experience working in a customer-facing, project delivery, or consultancy environment
• Using Webservice APIs (REST)

Most important attributes/personal qualities needed in this person

• Technical competence
• Strong project focus and delivery track record
• Friendly professional communication style