Customer Solution Design Specialist

Job Description

Your Role And Responsibilities

Are you a passionate technical architect with focus on Genesys Contact Center solution ? Our Technical Design Team is on the front line of helping customers succeed using Genesys Contact Center solution. The Technical Design Team members leverage their hands-on experiences with our sales leads and partner ecosystem to propose transformational solutions to BT’s Global customers and additionally gets involve in major transition and transformation programs.

This is not a sales role. It is an individual with relevant expertise and hands-on, coupled with business acumen, and passion for continued knowledge acquisition and growth in the field of Genesys Contact Center and Genesys Cloud Solution.

As a team we provide services for multinational customers, supporting them in utilising cloud technologies to maximise business performance and provide excellent customer experience.

What You’ll Be Doing

• As a key member of a global team, provide overall support to technical solutions within the Genesys Cloud solutions projects.
• Own the technical solution design.
• Provide technical consultancy.
• Close collaboration with the customer, understanding business needs and capturing technical requirements.
• Provides end-to-end technical governance throughout pre-sales, technical design, and delivery
• Propose secure, reliable, and scalable designs that meet the BT product offering.
• Consultant to implementation.
• Work together with the relevant Product/Portfolio teams in product enhancement/development activities.
• Drive standardization across teams to ensure operational procedures are in place, maintained and followed as appropriate.
• May lead a matrix team as a technical supervisor.

What We Offer For You

Be part of a global team passionate about solutioning Cloud journeys.
Be part of product developments shaping BT’s future.
Supportive environment for learning new technologies, building an architect career.

What we are looking for

• Ability meet the customers’ needs in line with the business requirements
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Using all data and information available to analyse and understand a situation, with the aim of supporting decisions
• Proven experience in delivering effective and engaging presentations to a variety of audiences
• Highly articulate and successful in conducting formal executive level customer facing communications.

Experience you would be expected to have

• Demonstrated ability to represent BT and drive technical discussions with senior personnel. Prior technical consulting experience is a plus.
• About 8 years of technical design experience in Contact Center solution Hands-on on Genesys Cloud solution design and implementation.
• One or more Genesys certifications a plus.

Skills required for the job

Language Skills: Excellent English both verbal and written

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.