Platform Engineer

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 new 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 of platform configurations, customizations, and new features in sandbox environments.
• Develop and maintain test plans, scripts, and documentation to ensure thorough testing coverage and compliance with industry standards.
• Coordinate with internal teams to schedule and execute testing activities with minimal impact on production environments.

Platform Integration:

• Work with development teams to utilise your expertise in the Genesys APIs to integrate the CCaaS platform with other systems and applications.
• Develop custom scripts, workflows, and integrations to automate tasks and streamline business processes.
• Stay current with Genesys API updates and enhancements, leveraging new capabilities to enhance platform functionality and efficiency.

Reporting and Data Schema Understanding:

• Analyze the reporting capabilities of the Genesys CCaaS platform and understand the underlying data schema and metadata tagging.
• Develop and customise reports to meet business requirements, providing insights into key performance metrics and trends.
• Collaborate with stakeholders to define reporting requirements and implement solutions to address business needs.

 Key skills and experience required

• Three years of experience in a similar role, with expertise in supporting and administering Genesys CCaaS or similar contact centre platforms.
• Proficiency in Genesys APIs, scripting languages (e.g., JavaScript), and integration technologies (e.g., REST).
• Strong understanding of reporting tools and data analysis techniques, with experience in custom report development and data visualisation. Direct experience with Genesys Cloud CX analytics API's is a plus.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues in a fast-paced environment.
• Solid understanding of cloud computing principles and experience with cloud-based contact centre solutions.
• Strong communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders.
• Certification in Genesys administration or relevant technology certifications is a plus