The CC/CX Update - Vol. 21

Hi Everyone,

There has been plenty going on over the last 2 weeks and thankfully much of it has been positive. Although the CC/CX market is still seeing it's share of financial turbulence and there is no doubt more to come in 2023. After back to back editions with highly popular interviews this edition I am back with the news and all the usual market trends, events and hot jobs so lets dive in!

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Recruitment Trends

• Rapid recovery continues. Europes jobs market continues its recovery with strong jobs growth in several areas. Major projects have been awarded and this has driven some of this growth but with it there have also been losers and so some companies are announcing further redundancies
• A contracting Genesys PS market. Whether through offshoring, M&A or redundancies the European and NA Genesys PS markets are contracting with fewer suppliers competing. Major project wins over the next 6 months will see a few more disappear meaning a highly competitive field for 2024
• Sales makes a come back. Sales was one of the areas that took the earliest hit when the downturn started last year but now the jobs are on their way back. You will need to be prepared to differentiate yourself as there will be lots of applicants to the roles and standing out from the crowd will be important
• New products are coming. Whether they are AI related or not there are plenty of partners that are launching new products in Europe and NA this year. That is partly why the sales roles are coming back but it will also drive product marketing roles, CSM, training and various other GTM roles
• Salaries. A few editions ago as the market started to pick up I mentioned the disconnect between hirer expectations and candidate expectations coming to the fore when the market changes. I am still seeing this now as companies are having to get used to the fact that the best candidates are in demand and getting higher than expected packages. The answer here is that if you can hold off looking for a job right now then do so and wait a couple more months for the best offers

Hot Skills in Demand

• Genesys Cloud CX engineering
• Cloud CC Sales (New business and channel)
• Bilingual technical support roles
• Product marketing
• CX strategy and leadership

Events

Engage 23 with Verint - Las Vegas, Nevada - 12th -15th June

Avaya Engage - Orlando, Florida - 18th - 21st June

Customer Contact Conference - London, UK - June 21st

CCW - Las Vegas, Nevada - 19th - 22nd June

News

This month you cannot have missed the big news of Lifesize Inc. filing for chapter 11 bankruptcy and Enghouse stepping in to acquire assets. If you're familiar with the industry and the brand then you'll know the pandemic caught them out of position with their in office solutions and that despite the purchase of Serenova they could not recover.

The CCaaS and CX markets are packed with products and solutions and companies are innovating at a record rate since the WFH phenomenon really kicked off. Enghouse have (almost) acquired some interesting assets that will add to their portfolio directly and indirectly as well as turnover which will make them stronger in this dynamic market.

Will this be the last chapter 11 we see in the sector?

Hot Jobs

• Genesys Cloud Solutions Architect - America - FTE - Remote - $160,000 plus bonus

• New Business CX Sales Lead - Manchester, UK - FTE - Hybrid working - ￡100,000 plus OTE
• CX New Business Sales Consultants - Manchester, UK - FTE - Hybrid working - ￡75,000 plus OTE
• CX New Business Sales Consultants - Reading, UK - FTE - Hybrid working - ￡75,000 plus OTE
• Genesys Cloud Support Engineers - Malaysia - FTE - Remote - Equivalent $37,000 (Advert to follow on our website soon)
• Genesys Implementation Project Manager - UK - FTE - Remote - ￡70,000

Thank you as always for reading, subscribing and sharing, James