Job Summary:

As a Genesys Service Owner, you will be responsible for the end-to-end ownership, governance and operational excellence of the global Genesys Cloud contact center service. You will ensure the platform is stable, secure, scalable and aligned with business needs across regions. The role acts as the bridge between business stakeholders, operations, vendors, architects and delivery teams to manage service performance, continuous improvement, incident resolution, release readiness and lifecycle management for Genesys capabilities.

Key Responsibilities:

Own the end-to-end service lifecycle for Genesys Cloud and related contact center capabilities, ensuring reliable service delivery and alignment with business priorities.
Define and manage service governance, operating model, roles and responsibilities, escalation paths and service management processes for the Genesys platform.
Monitor service performance, availability, incidents, problems, changes and service requests, ensuring adherence to agreed SLAs, KPIs and operational targets.
Coordinate with operations, support teams,



vendors and platform specialists to ensure timely incident resolution, root cause analysis and preventive actions.
Drive continuous service improvement by identifying recurring issues, process gaps, automation opportunities and platform optimization initiatives.
Partner with product owners, architects and delivery teams to assess operational impact of new features, releases, integrations and configuration changes.
Ensure release readiness, transition to operations, knowledge transfer, documentation and support model updates for recent Genesys capabilities and enhancements.
Maintain stakeholder communication on service health, risks, dependencies, outages, improvement actions and operational roadmap items.
Compliance & Governance - upkeep, organize, execute etc.

Required Skills and Experience:

Strong experience in service ownership, IT service management, application operations or platfo

📌 Genesys Cloud Service Owner (Bengaluru)
🏢 Siemens Healthineers
📍 Bengaluru