Job Description
Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Summary: CL8 – Platform Lead / Operations Architect (Genesys Cloud L2.5/L3 Oversight) Role Focus: Platform stability, governance, and continuous improvement The CL8 Platform Lead / Operations Architect is accountable for the overall operational health, stability, and continuous improvement of the Genesys Cloud platform. Acting as the senior technical point of contact, this role drives platform governance, oversees complex incident resolution, and aligns contact center operations with client business objectives and roadmap. Roles and Responsibilities:
Own overall Genesys Cloud operational health, stability, and service outcomes for the engagement.
Provide L2.5/L3 oversight for complex defects, major incidents, and architectural issues requiring deep platform expertise.
Define and maintain support models, escalation paths, operational runbooks, and release/change governance frameworks.
Drive platform optimization, automation, and operational readiness for new features and product updates.
Act as the primary client technical point of contact for service reviews, risk management, and roadmap alignment.
Collaborate with Genesys product/support teams, solution architects, and delivery leadership on platform strategy.
Establish and track KPIs, SLAs, and operational metrics; lead service review meetings and executive reporting.
Identify and implement improvements to reduce incident volume, improve MTTR, and enhance platform reliability. Job Qualifications:
Bachelor's degree in Information Technology, Computer Science, Telecommunications, or related field; Master's degree is an advantage.
7+ years of experience in contact center technology, with at least 3–5 years in a senior platform or architecture role on Genesys Cloud.
Expert-level knowledge of Genesys Cloud architecture — routing, data actions, integrations, telephony infrastructure, and cloud networking.
Strong background in IT service management, including major incident management, problem management, and change governance (ITIL v3/4).
Experience in defining operational support models and service delivery frameworks for enterprise clients.
Excellent stakeholder management, executive communication, and client-facing presentation skills.
Track record of driving platform automation, tooling improvements, and CI/CD integration for contact center operations.
ITIL Expert or ITIL v4 Managing Professional certification preferred. Nice to Have:
Genesys Cloud CX Architect or Advanced Developer certification.
Experience with cloud infrastructure (AWS, Azure, GCP) and Genesys Cloud hybrid/BYOC deployments.
Familiarity with DevOps practices, infrastructure-as-code, and API-driven platform management.
Prior experience in a Managed Services / outsourcing engagement as a Platform Lead or Service Delivery Manager. Minimum 5 year(s) of experience is required
