Genesys Cloud Platform Owner

Position Summary

The Genesys Cloud Platform Owner serves as the primary owner of Genesys Cloud technical infrastructure. This role is responsible for the full lifecycle of Genesys Cloud platformincluding but not limited to configurations user and permission management telephony setup advanced routing architecture AI-driven Knowledge modules and Conversation Intelligence. This position is highly collaborative and acts as the key technical bridge between Customer Operations IT Digital Telephony and Analytics team. The role ensures that voice digital channels WFM and supporting integrations are reliable scalable and aligned with business needs. The responsibilities below are intended to outline the primary focus areas however this role is expected to support evolving business needs special projects and cross-functional initiatives as required.

Core Responsibilities:

Platform Architecture & Organization

• Work cross-functionally to ensure system design and optimization aligns with operational needs
• Manage the end-to-end agent configuration including roles/permissions skills/language assignments and extension management.
• Configure and maintain queues and media types (Voice Chat Email and Messaging) ensuring correct wrap-up codes utilization and routing logic.
• Collaborate with our telephony partners to ensure phone inventory and architect flows remain optimized
• Manage the inventory of phone numbers (DIDs) and their assignment to various Architect flows.

CX Configuration

• Build and maintain Inbound Outbound and Secure flows. Implement data dips to CRM/External APIs to enable intelligent routing.

• Collaborate closely with stakeholders to configure speech & text analytics to drive optimization and ensure we are meeting evolving business needs.
• Collaborate closely with stakeholders on Knowledge Workbench AI-powered bots and Agent Assist tools to support real-time guidance and improved customer as well as employee experience.

Operational Support for WFM & Analytics

• Maintain Genesys WFM configuration including Management Units Service Goal Templates and Activity Codes.
• Review and validate weekly Genesys Cloud releases and collaborate with all relevant stakeholders to manage feature adoption testing and rollout plans.

Data Management and Change Control

• Manage and prioritize enhancement backlog based on business value operational impact and customer journey alignment
• Document all routing logic configuration changes and release notes to support transparency and continuity
• Coordinate and oversee UAT and signoff processes for any platform enhancement new routing logic or integrations

Required Education & Experience:

• Bachelors degree in Information Technology Computer Science Engineering Business Information Systems or a related field or equivalent work experience demonstrating advanced platform administration telephony architecture or enterprise contact center systems expertise.

Preferred Skills and Experience:

• 35 years of hands-on experience administering Genesys Cloud CX
• Experience designing and maintaining Inbound Outbound and Secure flows
• Experience with digital channels configuration and routing.
• Experience with WFM configuration
• Experience supporting platform releases UAT cycles and change control processes
• Experience collaborating cross-functionally
• Strong problem-solving troubleshooting and root-cause analysis
• Ability to explain technical concepts to non-technical users
• Experience collaborating cross-functionally
• Meticulous attention to detail
• Background in utility customer service or high-volume contact centers.