Professional Service Engineer

Job content

About Us:

Launched in July 2020, the Kerv Group 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 of five highly successful organisations.

One of those organisations is Foehn who live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver industry-leading customer experience.

At Foehn 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 and Zendesk, alongside our own technology, VoxivoCX. Foehn are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for the past two years.

About the role:

Reporting to the Operations Director, we are looking for a highly professional engineer, with a demonstrable track record of on-boarding contact centre customers to an industry leading cloud contact centre platform such as GenesysCloud.

The successful candidate will be responsible for:

• 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 such as Salesforce
• Supporting operational readiness by training the customer’s trainer, supporting UAT and defining the go-live strategy
• Early go-live support and the transition to Foehn’s Service Delivery team.

You will be working as part of broader team supported by a project manager, but must be a self-starter and passionate about customer satisfaction.

Your part to play:

Professional Service Engineers are primarily tasked with on-boarding new customers, though our engineers are also 3rd line support to the Service Delivery team.

We have a portfolio of solutions including VoxivoCX an award-winning call centre platform based on open source technology and GenesysCloud for omni-channel contact centre customers

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 when Covid restrictions allow.

The role of the professional service engineer is to ensure the smooth transition from the sales order to live operation, ensuring the delivered solution delivers the CX strategy and targets of our customers. To achieve that you will perform the following activities:

• Consultancy – to help customers build solutions to deliver first class customer experience
• Documentation – Functional Requirement Specification, High Level Design, Service Catalogue/Support Handover documentation
• Configuration and deployment
• Build integrations with 3rd party systems to deliver great CX

All about You:

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

Experience/qualifications essential for this role:

• Strong knowledge and experience of configuring or administering an omni-channel cloud contact centre service, preferably, GenesysCloud
• First class communication skills and an analytical approach to CX design

Experience/qualifications preferred for this

• GenesysCloud engineering certifications (GCA or GCP)
• Practical understanding of Telco services
• Webservice APIs (REST)

Most important attributes/personal qualities needed in this person:

• Customer focus
• Technical competence
• Strong project focus and delivery track record
• Enthusiasm

You will live the Kerv values …

· Trust each other

· Care for the Customer

· Team is everything

· Spread good vibes