Technical Lead - Genesys Cloud

Design Manager / Technical Lead – Genesys Cloud

Hatfield based - with Hybrid work

You’ll be part of a forward-thinking Product Management organisation focused on evolving and modernising our Genesys Cloud platform and services. Our technical consultants are trusted experts, shaping how we design, build, and standardise contact centre solutions across a broad customer landscape.

As Design Manager / Technical Lead, you’ll sit at the intersection of people leadership, technical strategy, and service innovation. You’ll lead a small, highly skilled team of Technical and Senior Technical Consultants, setting technical direction, building capability, and fostering a culture of quality, curiosity, and continuous improvement.

This is a collaborative, low-ego environment where standards matter, innovation is encouraged, and leadership is hands-on when it needs to be.

What you’ll do

• Lead, coach, and develop a team of ~5 Technical and Senior Technical Consultants.
• Set and own technical standards, design principles, and best practices for Genesys Cloud services.
• Drive the development of new services and offerings in collaboration with Product Management.
• Provide technical leadership on complex or high-risk solutions, offering design assurance and escalation support.
• Act as an internal technical authority supporting pre-sales activities with minimal direct customer engagement.
• Balance hands-on technical contribution with leadership responsibilities.
• Promote consistency, reusability, and quality across implementations.
• Collaborate with delivery, sales, and operational teams.

What you’ll need

• Proven experience as an experienced people manager leading technical teams.
• Strong technical background in Genesys Cloud or similar CCaaS platforms.
• Experience defining and governing technical standards and reference architectures.
• Ability to balance strategic thinking with hands-on technical input.
• Confidence operating within a Product Management context.
• Strong communication and stakeholder management skills.
• Genesys Cloud certifications are a strong nice to have.
• UK-based with flexibility for hybrid working.