Transformation jobs in United Kingdom

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.

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.

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.

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

• 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)

• 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)

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