Genesys Cloud Platform Owner

AES•Indianapolis, IN

About The Position

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 platform—including 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.

Requirements

Bachelor’s 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.
3–5 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

Nice To Haves

Background in utility customer service or high-volume contact centers.

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