Genesys Cloud - Client Consultant

Job Description

Locations Considered: Manchester , Newcastle, London , Birmingham, Bristol

We operate a hybrid model of 3 days in the office and 2 days working from home, please only apply if you are comfortable with this arrangement.

Why this job matters

The Customer Solutions Design Consultant leads and delivers a variety of consulting workstreams that shape end to end technical solutions. They work closely with stakeholders to understand and interpret business needs, translating these into clear, deliverable solution designs. The role ensures that recommendations are customer focused, technically sound, and considerate of the wider operational, commercial, and organisational impacts across all technical and business areas.

What you’ll be doing

• Captures detailed customer technical and business requirements and translates them into clear, actionable solution recommendations aligned with consulting and solution‑development methodologies.
• Advises on and helps shape the technical direction for customer engagements, supporting stakeholders in moving toward effective solution designs based on best practice, platform capabilities, and desired business outcomes.
• Leads and facilitates the review and validation of new solutions and in‑life service enhancements, ensuring they integrate effectively across all domains and align with product roadmaps and broader strategic objectives.
• Encourages continuous improvement across solution development, consulting practices, and delivery capability throughout end‑to‑end engagements.
• Manages customer‑facing consulting engagements, including scoping, producing Statements of Work, and coordinating third‑party contributions and dependencies.
• Builds strong senior‑level customer relationships by providing trusted specialist consulting support and helping shape service strategy, operational decisions, and long‑term transformation plans.
• Promotes consistency in architectural, technical, and delivery processes to reduce cost, increase efficiency, and enhance solution quality.
• Guides customer migration planning and execution, supporting organisations through transitions from legacy platforms to modern technologies and operating models.
• Coordinates and contributes to impact assessments, solution documentation, and updates to ensure accuracy, traceability, and alignment with evolving requirements.
• Supports the resolution of complex solution and service issues by guiding root‑cause analysis, coordinating troubleshooting activities, and managing escalations to protect delivery outcomes.
• Proactively identifies risks throughout the engagement lifecycle and applies appropriate controls and mitigation strategies in line with organisational and industry standards.
• Contributes thought leadership in complex bids, helping shape the strategic solution approach and clearly articulating customer‑focused value propositions.
• Coaches and mentors consultants and technical team members, acting as a subject matter expert to support team capability and professional growth.

What you'll need to succeed (Skills and Experience)

• Tecnnical Proficiency with Genesys Cloud is Essential
• Applying structured problem solving techniques to diagnose and resolve complex technical, operational, or business challenges.
• Advising on and refining the technologies, tools, and approaches best suited for new solutions, services, or customer outcomes.
• Gathering information through discovery and consultation, evaluating options, assessing implications, and providing clear, evidence based recommendations.
• Ensuring proposed solutions meet business, user, and operational requirements, while aligning with broader architectural principles, service strategies, and platform constraints.
  Demonstrating a growth mindset through continuous learning, reflection, and staying current with industry trends.
• Applying strong commercial and business acumen, leveraging a deep understanding of the organisation, customer context, and market dynamics to inform decision making.
  Defining and structuring the essential components required to form viable technical or service solutions, ensuring clarity, scalability, and alignment with customer needs.
• Supporting customers and stakeholders through technology transitions, guiding them from legacy environments into modern platforms and operating models.

Benefits

• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.