Genesys Cloud Service Owner

Job Summary:

As a Genesys Service Owner, you will be responsible for the end-to-end ownership, governance and operational excellence of the global Genesys Cloud contact center service. You will ensure the platform is stable, secure, scalable and aligned with business needs across regions. The role acts as the bridge between business stakeholders, operations, vendors, architects and delivery teams to manage service performance, continuous improvement, incident resolution, release readiness and lifecycle management for Genesys capabilities.

Key Responsibilities:

• Own the end-to-end service lifecycle for Genesys Cloud and related contact center capabilities, ensuring reliable service delivery and alignment with business priorities.
• Define and manage service governance, operating model, roles and responsibilities, escalation paths and service management processes for the Genesys platform.
• Monitor service performance, availability, incidents, problems, changes and service requests, ensuring adherence to agreed SLAs, KPIs and operational targets.
• Coordinate with operations, support teams, vendors and platform specialists to ensure timely incident resolution, root cause analysis and preventive actions.
• Drive continuous service improvement by identifying recurring issues, process gaps, automation opportunities and platform optimization initiatives.
• Partner with product owners, architects and delivery teams to assess operational impact of new features, releases, integrations and configuration changes.
• Ensure release readiness, transition to operations, knowledge transfer, documentation and support model updates for new Genesys capabilities and enhancements.
• Maintain stakeholder communication on service health, risks, dependencies, outages, improvement actions and operational roadmap items.
• Compliance & Governance - upkeep, organize, execute etc.

Required Skills and Experience:

• Strong experience in service ownership, IT service management, application operations or platform operations for enterprise contact center or customer service technology.
• Good understanding of Genesys Cloud capabilities, including routing, queues, IVR, digital channels, reporting, user administration, integrations and configuration concepts.
• Solid knowledge of ITIL processes such as incident management, problem management, change management, service request management, knowledge management and continual improvement.
• Ability to manage service performance through SLAs, KPIs, dashboards, operational reviews and structured service reporting.
• Strong vendor, stakeholder and cross-functional coordination skills, with the ability to work across business, IT, operations and regional teams.
• Experience with service management and delivery tools such as ServiceNow, Azure DevOps, Jira or similar platforms for tracking incidents, changes, risks and service improvements.
• Strong analytical and communication skills, with the ability to translate technical service issues into clear business impact, priorities and action plans.

Preferred Qualifications:

• Bachelor s or master s degree in information technology, Computer Science, Engineering, Business Administration or a related field.
• 8-12 years of experience in IT service management, application operations, service delivery or contact center technology operations in a global enterprise environment.
• Experience managing cloud-based contact center platforms, preferably Genesys Cloud, including operational support, release coordination and service governance.
• ITIL Foundation or higher certification is preferred.
• Experience working with managed service providers, platform vendors and distributed support teams across multiple countries and time zones.
• Knowledge of adjacent enterprise systems such as CRM, workforce management, reporting platforms, automation tools or integration middleware is an advantage.