Platform Owner - Genesys Cloud

Talent; Wellington; On-site; AUD 98,000 - 146,000; Full time

Job summary

Talent is seeking a Platform Owner to provide day-to-day technical leadership for a National Contact Centre’s core technology platforms, with a focus on Genesys Cloud. You’ll be the main technical contact, collaborating with business users, internal tech teams, and support vendors to resolve issues, maintain reliable services and drive improvements.

You’ll coordinate incidents, help stabilise and optimise Genesys Cloud, and strengthen release and operational processes while managing vendor

Qualifications

• Experience supporting or administering Genesys Cloud in a live contact centre.
• Strong troubleshooting, incident and problem management skills.
• Ability to coordinate technical vendors and internal support teams.
• Understanding of IT service management, release and change processes.
• Ability to explain technical issues clearly to business users.

Responsibilities

• Coordinating incidents, troubleshooting technical issues and working with support partners to restore services.
• Supporting stabilisation, optimisation and ongoing improvement of Genesys Cloud and related systems.
• Strengthening release, change and operational support processes.
• Managing vendor service performance and following up on issues and risks.
• Collaborating with contact centre teams to understand needs and propose practical system improvements.
• Supporting requirements gathering, user acceptance testing and operational documentation for system changes.

Skills

Troubleshooting

Incident management

Vendor coordination

IT service management

Stakeholder communication

System performance ownership

Tools

Genesys Cloud

Job description

We’re looking for a Platform Owner to provide day-to-day technical leadership and support for a National Contact Centre’s core technology platforms, with a particular focus on Genesys Cloud.

You’ll be the main technical point of contact, working with business users, internal technology teams and support vendors to resolve issues, maintain reliable services and deliver system improvements.

What you’ll be doing

Coordinating incidents, troubleshooting technical issues and working with support partners to restore services.

Supporting the stabilisation, optimisation and ongoing improvement of Genesys Cloud and associated systems.

Strengthening release, change and operational support processes.

Managing vendor service performance and following up on issues and risks.

Working with contact centre teams to understand their needs and recommend practical system improvements.

Supporting requirements gathering, user acceptance testing and operational documentation for system changes.

What you’ll bring

Experience technically supporting or administering Genesys Cloud in a live contact centre environment.

Strong troubleshooting, incident and problem management skills.

Experience coordinating technical vendors and internal support teams.

An understanding of IT service management, release and change processes.

The ability to explain technical issues clearly to business users.

Experience taking ownership of system performance and driving improvements.

Please note: we can only consider candidates that are in New Zealand and hold valid working rights