Job Description:

Job Description

Position

As the platform owner, you will be responsible for the strategic direction, management, and optimisation of our Genesys Cloud Contact Center as a Service (CCaaS) platform. You will oversee a team of engineers & analysts, serve as the primary liaison with the broader business and the vendor, and maximise the platform's value proposition through the development and execution of the roadmap to meet the evolving needs of our businesses and customers

Key Responsibilities:

Technical Management of the platform team:
- Lead, mentor, and develop a team of engineers/analysts responsible for the platform's day-to-day operations and continuous improvement.
- Provide guidance, support and performance feedback to ensure the team meets key objectives and maintains high standards of excellence.
- Work side by side with the people lead to support their role managing competencies and performance of team members.

Vendor relationship owner:
- Cultivate and maintain a robust partnership with our vendor,



serving as the primary point of contact for all platform-related matters.
- Collaborate with the vendor to understand product roadmaps, identify opportunities for innovation, and address any issues or challenges that may arise.

Platform Support and Center of Enablement:
- Act as the key relationship holder with the business operations that depend upon the platform. Regarding escalation for technical issues and concerns related to the platform, whilst working closely with our support vendor to ensure continuity of service.
- Perform regular vendor service reviews and quarterly business reviews with our partner.
- Collaborate with the internal ‘super-users’ group to support their self-service efforts and act as a ‘Centre of Enablement’ to educate and empower proper use of the platform.

Roadmap Creation and Strategy Execution:
- Develop and maintain a comprehensive roadmap for the Genesys implementation, aligned with the overall business obj

📌 Platform Owner | Genesys (Pune)
🏢 HigHRise Solutions
📍 Pune