Job Description:

Job Description

Position

As the platform engineer, you will play a critical role in supporting and optimising our Genesys CCaaS platform under the guidance of the Platform Owner. You will be responsible for managing global administration of the platform, conducting testing and rollout of current features in sandbox environments, and leveraging your expertise in the Genesys APIs, reporting capabilities, and understanding of the data schema to drive platform enhancements and ensure operational efficiency.

Key Responsibilities

Global Administration of the Platform:
- Manage and administer the Genesys CCaaS platform globally, including user provisioning, configuration management, and system integrations.
- Implement best practices for platform administration to optimise performance, security, and scalability.
- Collaborate with stakeholders to understand business requirements and configure the platform accordingly to meet evolving needs.

Platform Support and Center of Enablement:




- Serve as a subject matter expert and escalation point for complex technical issues related to the Genesys CCaaS platform, ensuring the correct use of our outsourced 3 rd party support contract.
- Diagnose and troubleshoot issues, working closely with internal local admin roles and vendors to identify root causes and implement effective solutions.
- Work with vendor and business operations to ensure timely incident resolution and minimise service disruptions to ensure uninterrupted platform operations.

Platform Feature Enablement:
- Maintain a broad and deep understanding of the features, capabilities, and configurations of the Genesys CCaaS platform.
- Provide guidance and expertise to stakeholders on platform capabilities, best practices, and potential enhancements in line with the platform roadmap.
- Participate in knowledge-sharing activities to build expertise within the team and across the organisation's team of local administrators.
- Conduct testing and validation o

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