The posting
We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
The Head of Contact Technologies owns the Genesys platform, product roadmap and supporting contact technologies across Europe. Combining strategic ownership with hands-on technical leadership, the role develops voice, outbound, omnichannel and AI capabilities, manages commercial and supplier relationships, and ensures PRA Group maximises value from its investment in Genesys and connected customer contact technologies.
Main Duties and Responsibilities:
- Act as Product Owner for Genesys Cloud across Europe, setting the platform strategy, roadmap, prioritised backlog, standards and adoption of new capabilities.
- Lead development and adoption Genesy capabilities including digital self-service, messaging, web chat, voice, outbound dialling, routing, workforce engagement, and other relevant capabilities.
- Drive implementation of AI-enabled capabilities including chatbots, agent assist, conversation intelligence, summarisation and workflow automation.
- Provide hands-on technical and service leadership for platform configuration, integrations, testing, releases, incidents, problem resolution and complex change while developing a growing specialist team.
- Own Genesys budgets, licensing, renewals, supplier relationships, commercial negotiations and business cases for further investment.
- Own connected contact-centre technologies within the team’s remit and coordinate their integration with Genesys and wider operational processes.
- Develop reporting and measurement that demonstrates platform adoption, service performance, operational impact, customer outcomes, efficiency and return on investment.
- Partner with Contact Centre Operations, Digital, IT, Compliance and country teams to translate business needs into prioritised platform improvements and measurable outcomes.
- Ensure platform availability, resilience, security, compliance and governance, including effective change, incident, recovery, documentation and supplier support arrangements across European markets.
- Lead and develop a small specialist Contact Technologies team, building capability, knowledge and effective operational cover.
Experience/Qualifications
Essential
- Strong knowledge of cloud contact-centre platforms, ideally Genesys Cloud, including voice, outbound, routing, workforce engagement, digital channels and integrations.
- Understanding of contact-centre architecture, APIs, telephony, payment technology, data, security and service management.
- Working knowledge of AI-enabled contact technologies, including voicebots, chatbots, agent assist, conversation intelligence and third-party AI or speech integrations.
- Ability to combine product ownership, technical leadership, supplier management, commercial judgement and hands-on delivery.
- Strong stakeholder leadership, with the ability to translate operational needs into clear technology priorities and measurable outcomes.
- Experience leading or owning a cloud contact-centre platform in a complex organisation.
- Experience delivering omnichannel, automation, AI or self-service capabilities within a customer-contact environment.
- Experience managing technology budgets, licensing, contracts, suppliers, renewals and investment cases.
- Experience leading technical specialists and building capability within a small or growing team.
- Relevant degree, technical qualification or equivalent professional experience in contact-centre technology, telecommunications, IT, digital technology or a related field.
Desirable
- Experience working across multiple countries or distributed stakeholder groups is desirable.
- Direct Genesys Cloud experience is highly desirable.
Compliance Responsibilities
All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:
- Taking accountability for their own actions, decisions, and professional conduct.
- Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
- Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
- Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation , or breach of local legislation.
- Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
- Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
- Co-operating fully with internal reviews, audits, or regulatory investigations if required.
- All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.
- Champion a workplace culture that upholds compliance, integrity, and accountability within their own team and throughout PRA Group.
- Ensure that staff understand and adhere to relevant regulatory requirements and internal policies and contribute to the active management of risks.
- Monitor team activity for compliance with procedures and escalate any actual or potential compliance issues promptly.
- Support the delivery and monitoring of compliance-related controls, such as quality assurance, file reviews, or exception reporting.
- Ensure timely completion of training by team members and address any gaps in understanding, behaviour or competence.
- Actively engage with internal compliance, risk, and audit teams to support regulatory compliance, effective issue resolution and promote good management of risks.
- Take reasonable steps to ensure the areas of the business for which they are responsible comply with applicable regulatory requirements and risks are appropriately managed.
- Demonstrate appropriate oversight of delegated activities and ensuring controls are effective, documented, and reviewed regularly.
- Ensure succession planning and talent development support the ongoing competence of key roles and leadership positions.
- Take responsibility for ensuring colleagues are competent, sufficiently supervised, and compliant with conduct and regulatory requirements.
- Cooperate with regulators and disclosing any material information required under the regulators rules and guidance.
PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
