Genesys Systems Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We’re looking for an experienced Genesys Cloud specialist to take technical ownership of our Genesys platform across a global organisation.
This is not a service desk role and not a junior implementation position.
You’ll be the technical lead for Genesys Cloud - designing how it works, how it integrates with other systems, and how it evolves over time. You’ll work closely with internal teams and external partners to make sure the platform is secure, scalable, well-designed, and genuinely supports how the business operates.
There are no direct reports, but you’ll act as the go-to expert - setting standards, guiding others, and providing assurance on complex or high-risk changes.
Why This Role Matters
Genesys Cloud sits at the centre of how we support customers.
If it’s poorly designed, the impact is immediate: poor service, frustrated teams, and unhappy customers.
In this role, you make sure:
- The platform is designed properly from the start
- Integrations work reliably across CRM and internal systems
- Security, resilience, and compliance are built in
- New features are introduced in a controlled, useful way
- Operational teams can run the platform confidently day to day
Your work directly improves customer experience and protects business continuity.
About the Team You'll Join
You’ll join the Business Systems team within Group IT, working closely with architects, product owners, service teams, and trusted suppliers.
You won’t manage a team, but you will provide technical leadership, influence design decisions, and shape how Genesys Cloud is used across the organisation.
What You'll Be Doing
- Owning the technical roadmap and overall health of Genesys Cloud
- Designing and implementing complex Genesys Cloud solutions
- Leading platform configuration, standards, and best practice
- Managing integrations with systems such as CRM and ticketing platforms
- Working with service and operations teams to ensure solutions are practical and supportable
- Defining governance for access, roles, and data in line with GDPR and security requirements
- Monitoring platform performance, licensing, and SLA adherence
- Leading technical testing, releases, and go-live support
- Assessing and introducing new Genesys features and capabilities
- Working closely with Genesys and implementation partners
- Producing clear technical documentation and ensuring knowledge transfer
- Providing technical assurance on complex or high-risk changes
- Driving automation, self-service, and AI-led improvements
- Translating business requirements into robust technical solutions
What We’re Looking For
This role is ideal for someone who already operates as a senior Genesys Cloud specialist.
You’ll bring:
- Strong, hands-on experience with Genesys Cloud in a production environment
- Genesys certifications (Foundation, Routing, Frameworks or similar) – essential
- Experience designing integrations (APIs, data flows, scripting)
- A solid understanding of cloud platforms, CRM systems, and Microsoft technologies
- Experience shaping technical standards and platform best practice
- Confidence working with suppliers and third-party partners
- Strong documentation skills and attention to detail
- Clear communication skills with both technical and non-technical audiences
Helpful but not essential:
- ITIL Foundation (or equivalent experience)
- Experience working in large, complex or regulated environments
What You’ll Gain
- A senior role with genuine ownership of a critical enterprise platform
- The opportunity to shape how Genesys Cloud is used at scale
- Exposure to complex integrations and enterprise architecture
- Support for continued professional development and certifications
- A collaborative, quality-focused culture that values doing things properly
Our Application Process
We’ve kept the process simple and supportive:
1️⃣ Apply online
Submit your CV and a short summary of your interest.
2️⃣ Initial Interview (plus Online Assessments)
A relaxed interview with our Talent Acquisition team, plus two short online assessments (unless completed in the last 12 months).
- CCAT: a 15-minute timed assessment
- EPP: untimed and completed at your own pace
3️⃣ Interview with the Business Applications team
A friendly discussion about your experience, approach, and fit for the role.
Join us to take ownership of a critical Genesys Cloud platform and shape how customer interactions work across a global business.
About IRIS
As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.
Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.
It’s vital these mission-critical functions work first time, every time.
That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today.
We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.
These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.
IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.
This is why we work to create an environment where employees feel like they are part of a team.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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