Platform Owner

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 strong 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 objectives and contact centre experience goals.
• Drive the execution of the roadmap, overseeing the implementation of new features, enhancements, and integrations to optimise platform performance, functionality and adoption across the group.
• Monitor industry trends, emerging technologies, and staff/customer feedback to inform strategic decisions and ensure the platform remains competitive and innovative.

Cross-Functional Collaboration:

• Collaborate closely with key stakeholders across the organisation, including business operations, Project Management, Enterprise IT and Software Development teams, to understand their requirements and priorities for the platform.
• Champion the platform's value proposition and benefits, ensuring alignment with business needs and driving organisational adoption.

Performance Monitoring and Optimisation:

• Establish key performance metrics to assess the effectiveness and efficiency of the platform.
• Monitor platform performance, analyse data, and identify opportunities for optimisation and efficiency gains.
• Implement proactive measures to address any issues or gaps in performance, ensuring uninterrupted service delivery and an exceptional customer experience.

Key skills and experience required

• Proven experience in a similar role (ideally 3 or more years), focusing on contact centre technology and cloud-based solutions.
• Strong technical background with expertise in Genesys CCaaS or similar contact centre platforms.
• Demonstrated leadership and people management skills, with the ability to inspire and motivate a team.
• Excellent communication skills, with the ability to effectively engage and influence stakeholders at all levels of the organisation.
• Strategic mindset with a track record of developing and executing platform roadmaps to drive business value and innovation.
• Analytical mindset with the ability to leverage data and insights to make informed decisions and drive continuous improvement.
• Strong project management skills, with the ability to prioritise and manage multiple initiatives simultaneously.
• You will have an open and expansive approach, willing and able to interact internally and externally and at all levels within the company.