Lead Professional Service Engineer

Please note this will be a hybrid working role which will require to attend an office in South West London (TW9) 1-2 times a week. 

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 with a number of 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

As a Lead Professional Services Engineer specialising in CI/CD pipeline management and CX-as-Code for Genesys Cloud, your role is to design, implement, and maintain automated delivery pipelines that support multi‑platform customer deployments. You will ensure that all infrastructure and configuration changes are version‑controlled, repeatable, secure, and aligned to best practices using Terraform, GitHub, and associated DevOps tooling.

Success in this role will be measured by the quality of delivery, stability of automated deployments, and feedback received via the Post Project Questionnaire following each engagement.

The priority for the role is to ensure that customers continually benefit from innovation through scalable, automated, and reliable deployment processes that enhance their overall experience with Genesys Cloud.

Your part to play

• Collaborate with customers to design automation strategies and CI/CD pipelines that support Genesys Cloud solutions.
• Advise on Git repository structure, branching strategies, environment management, and change governance.
• Provide best‑practice guidance on CX-as-Code frameworks, particularly Terraform modules for Genesys Cloud.
• Excellent Documentation
• Functional Requirement Specifications
• High-Level and Low-Level Designs for CI/CD architectures
• Deployment Runbooks and Go-Live Method Statements
• Version Control Standards & DevOps operating procedures
• Support and Service Handover documentation
• Configuration
• Build and maintain Terraform-based CX-as-Code modules to support configuration deployment across multiple environments.
• Implement, monitor, and optimise GitHub Actions workflows for automated testing, validation, packaging, and deployment.
• Manage environment promotion, release cycles, and automated rollbacks.
• Integrate pipeline tools (e.g., GitHub, Terraform Cloud/Enterprise, Secrets Management, Quality Gates).
• Contribute to scalable, repeatable automation patterns for customer onboarding and lifecycle management.
• Support go-live events with Hypercare and Service Management teams with 3^rd line expertise.

All about you

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• 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.

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• 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.