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Genesys Cloud Platform Owner

AES Corporation
United States, Indiana, Indianapolis
1 Monument Circle (Show on map)
Feb 20, 2026
Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas. AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization. If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation. Position Summary The Genesys Cloud Platform Owner serves as the primary owner of Genesys Cloud technical infrastructure. This role is responsible for the full lifecycle of Genesys Cloud platform-including but not limited to configurations, user and permission management, telephony setup, advanced routing architecture, AI-driven Knowledge modules and Conversation Intelligence. This position is highly collaborative and acts as the key technical bridge between Customer Operations, IT, Digital Telephony and Analytics team. The role ensures that voice, digital channels, WFM and supporting integrations are reliable, scalable and aligned with business needs. The responsibilities below are intended to outline the primary focus areas, however, this role is expected to support evolving business needs, special projects and cross-functional initiatives as required. Core Responsibilities: Platform Architecture & Organization Work cross-functionally to ensure system design and optimization aligns with operational needs Manage the end-to-end agent configuration, including roles/permissions, skills/language assignments, and extension management. Configure and maintain queues and media types (Voice, Chat, Email, and Messaging), ensuring correct wrap-up codes utilization and routing logic. Collaborate with our telephony partners to ensure phone inventory and architect flows remain optimized Manage the inventory of phone numbers (DIDs) and their assignment to various Architect flows. CX Configuration Build and maintain Inbound, Outbound, and Secure flows. Implement data dips to CRM/External APIs to enable intelligent routing. Collaborate closely with stakeholders to configure speech & text analytics to drive optimization and ensure we are meeting evolving business needs. Collaborate closely with stakeholders on Knowledge Workbench AI-powered bots and "Agent Assist" tools to support real-time guidance, and improved customer as well as employee experience. Operational Support for WFM & Analytics Maintain Genesys WFM configuration, including Management Units, Service Goal Templates, and Activity Codes. Review and validate weekly Genesys Cloud releases and collaborate with all relevant stakeholders to manage feature adoption, testing, and rollout plans. Data Management and Change Control Manage and prioritize enhancement backlog based on business value, operational impact, and customer journey alignment Document all routing logic, configuration changes, and release notes to support transparency and continuity Coordinate and oversee UAT and signoff processes for any platform enhancement, new routing logic, or integrations Required Education & Experience: Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field or equivalent work experience demonstrating advanced platform administration, telephony architecture, or enterprise contact center systems expertise. Preferred Skills and Experience: 3-5 years of hands-on experience administering Genesys Cloud CX Experience designing and maintaining Inbound, Outbound, and Secure flows, Experience with digital channels configuration and routing. Experience with WFM configuration Experience supporting platform releases, UAT cycles, and change control processes Experience collaborating cross-functionally Strong problem-solving, troubleshooting, and root-cause analysis Ability to explain technical concepts to non-technical users Experience collaborating cross-functionally Meticulous attention to detail Background in utility customer service or high-volume contact centers. AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.