Senior Technical Consultant

Location: IN - Bangalore 24/7 | Job-ID: 216132 | Contract type: Standard | Business Unit: IT Consulting

Life on the team

As a Senior Technical Consultant – Genesys, you will be responsible for providing expert design, consultancy, and technical services for Computacenter’s Genesys Cloud CX platform, which underpins the Global Service Desk. You will lead on technical change initiatives aimed at delivering innovation and continuous improvement across the platform. This includes working closely with business stakeholders and our partners to identify, assess, design, and implement enhancements that enable new capabilities and elevate service performance.

What you will do

• Act as the technical authority for the Genesys Cloud CX platform, ensuring solutions are aligned with solution standards and business objectives
• Lead the design and implementation of platform innovations and enhancements, collaborating with business stakeholders and external vendors. 
• Deliver expert consultancy on internal, customer-facing, and business-led initiatives involving Genesys Cloud CX. 
• Contribute to the strategic roadmap for Genesys Cloud technologies, identifying opportunities for continuous improvement. 
• Produce clear, concise, and well-structured technical documentation to support solution design, governance, and delivery. 
• Assess, design, and deliver new capabilities or technical solutions, working in partnership with suppliers and internal teams. 
• Support pre-sales and discovery activities, guiding business units in the adoption of platform standards and best practices.

What you'll need 

• Bachelor’s degree in Telecommunications, Computer Engineering, Computer Science, or related discipline or equivalent professional experience.
• 8+ years of experience in consulting for Genesys Cloud CX or similar CCaaS platforms. 
• Deep technical knowledge of Genesys Cloud CX, with hands-on experience using Architect to build omni-channel flows (Voice – IVR, Web Chat, Chatbot, Email). 
• Proven experience working with RESTful APIs for systems integration within the Genesys Cloud CX.
• Strong experience implementing and managing CX-as-Code practices within CI/CD pipelines using Terraform Cloud for infrastructure-as-code and GitHub for version control and automation.
• Strong consulting background across the solution lifecycle from requirements gathering and user journey design to implementation and optimisation. 
• Familiarity with Agile delivery methodologies, such as SAFe (Scaled Agile Framework) 
• Excellent communication and interpersonal skills, with the ability to effectively engage, influence, and collaborate with both technical teams and business stakeholders.
• Preferred certifications: Genesys Cloud CX Professional (GCX-GCP), Developer (GCX-GCD), and Architect (GCX-ARC).

About us With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.