Professional Service Engineer

Professional Service Engineer

About Us: Launched in July 2020, Kerv 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 Kerv Experience who live and breathe customer
engagement. Every day, we create and implement award-winning, omnichannel
cloud based solutions to help our customers deliver industry-leading customer
experience.
At Kerv Experience 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 alongside our own
technology, such as CXTranslate. We are a Genesys Gold partner and have been the
EMEA Genesys Cloud Partner of the Year for a number of years.

About the role: Reporting to the Lead PS Engineer, we are looking for a professional service
engineer, with a demonstrable understanding of contact centre technology
preferably GenesysCloud.
The successful candidate will be responsible for:
 ON boarding new customers and completing ‘in life’ service enhancements
for existing customers. 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 where necessary
 Supporting operational readiness by training the customer’s trainer,
supporting UAT and defining the go-live strategy
 Documenting and briefing the service delivery team
 Early go-live support and the transition to Kerv Experience’s Service Delivery
team.
You will be working as part of broader team supported by a project manager but
must be driven organised and passionate about customer satisfaction.

Your part to play: Professional Service Engineers are primarily tasked ensuring Kerv Experience delivers
high quality innovative solutions to new and existing customers, by working closely
with the Pre-Sales team and Customer Success Managers.
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.
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

Data Classification: Public

following activities:
 Discovery workshops to deeply understand the customer’s needs
 Documentation – Functional Requirement Specification, High Level Design,
go-live documentation and support handover documentation
 Configuration and deployment of GenesysCloud, other Kerv CX products and
Appfoundary products
 Post deployment hypercare

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

Experience/qualifications essential for this role:
 Knowledge and experience of configuring or administering an omni-channel
cloud contact centre service, preferably, GenesysCloud
 First class communication skills and an analytical approach
Experience/qualifications preferred for this role:
 GenesysCloud engineering certifications (GCA or GCP)
 Practical understanding of Telco services
 Using Webservice APIs (REST)
Most important attributes/personal qualities needed in this person:
 Customer focus
 Technical competence
 Strong project focus and delivery track record
 Enthusiasm
 Friendly professional communication style
You will live the Kerv values …
 Team Is Everything
 Think Customer-first
 Build Future
 Spread Good Vibes
 Do The Right Thing
At Kerv, we’re building something special and we’re building it to last. We
want everybody to feel valued, included and love working together. With an
uncompromising pursuit of amazing employee experience, we always strive
to do the right thing. We believe and will relentlessly promote and support
the power of diversity, equality and belonging, through collaboration and

creating exceptional solutions together.