Lead Developer - Genesys Cloud & CCaaS

About the role

Next is seeking a Lead Developer to spearhead the integration and development of AI Bot solutions as part of an ambitious Contact Centre modernisation project. This role, based within the Next Communications Team, will be crucial in enhancing the company's existing cloud-based communications infrastructure.

This is an exciting opportunity for a Lead Developer to play a pivotal role in shaping the future of global contact centres at Next Communications. You'll be instrumental in both the day-to-day configuration and strategic evolution of our cloud-based contact centre ecosystem.

You'll collaborate closely with Architects to design, develop, and deliver robust solutions that align with our wider Contact Centre as a Service (CCaaS) strategy. This role goes beyond maintenance; you'll be responsible for leading technical efforts, driving innovation, and mentoring junior team members.

A key focus will be on driving complex architectural changes, ensuring high standards of technical excellence and stability, particularly as we integrate AI into our customer journeys.

About you

We're looking for a self-motivated, analytical, and hands-on Lead Developer who can drive new ideas and practices into production.

Essential Skills & Experience

• Proven Lead Developer experience with a strong background in architecting, developing, and implementing Contact Centre solutions.
• Extensive hands-on experience with Contact Centre as a Service (CCaaS) platforms, such as Genesys Cloud, NICE CXOne, or Amazon Connect. This includes:
• Developing complex routing strategies and architecting flows.
• Proven experience in designing, developing, and integrating AI-powered voicebots into Contact Centre platforms, specifically with Genesys Cloud.
• Integrating with external systems (e.g., CRM, WFM, Reporting).
• A deep understanding of Contact Centre platform APIs, SDKs, and development best practices.
• Experience with omnichannel capabilities (Voice, Email, Chat, Social Media) within a Contact Centre environment.
• Strong understanding and experience with Telephony and CCaaS (Contact Centre as a Service) principles and technologies, including VoIP, SIP, and call routing methodologies.
• Ability to lead technical discussions, provide architectural input, and guide development efforts within a team.
• Exceptional analytical skills and a strong problem-solving aptitude.
• A collaborative team player who thrives in a fast-paced, busy, and challenging environment.
• Excellent communication (oral and written), interpersonal, persuasion, and negotiating skills.
• Experience working in a large corporate IT environment.
• Flexibility to cover unsociable hours and peak periods at short notice.
• Proven ability to take a lead role in coordinating the timely diagnosis and resolution of major technical issues.
• Strong understanding and adherence to change management processes.
• High standard of technical documentation.
• Demonstrated ability to mentor and develop junior team members, with a commitment to personal development and continuous learning.

Desirable Skills & Experience

• Experience with diverse CCaaS platforms: You should have strong familiarity and hands-on experience with various Contact Centre as a Service (CCaaS) platforms, such as Genesys Cloud, NICE CXOne, or Amazon Connect.
• Genesys Specifics: While not essential if you have strong experience with other CCaaS platforms, a Genesys Cloud Certified Professional (GCP-GC) certification is beneficial.
• 24/7 Business-Critical Environment: Experience working in a 24/7 business-critical environment is highly valued.
• SQL Database Administration: Proficiency in administering a SQL Database Infrastructure.