IT Contact Platform Specialist

The Contact Platform Specialist provides specialist support and operational expertise across Bupa Global's contact platformsincluding Genesys Cloud, eGain, etc. These platforms offer services such as voice, web chat, outbound dialing, knowledge, and email management solutions utilizing omnichannel technologies. The role bridges day-to-day product operations and engineering capability, ensuring stable platform performance, effective route optimization, and high-quality customer and agent experiences.
The core responsibilities for the job include the following:
Operational Support and Incident Management:
Act as a specialist SME for platform incidents, supporting triage, diagnostics, and business impact assessment.
Analyze all aspects of routing configuration, including workflows, queues, and role permissions, to troubleshoot issues as they occur.
Work with other IT departments and suppliers for deeper investigation of complex incidents.
Maintain routing configuration and operational settings.
Required to participate in 24x7 support on-call rota.
Platform Optimization and Continuous Improvement:
Review customer journey data to identify improvements to workflows and digital journeys.
Support convergence of channels across voice, chat, email, and messaging.
Maintain runbooks, knowledge articles, and operational documentation.
Contribute to the Contact Platforms improvement backlog.
Change, Release, and Environment Readiness:
Support change and release activities, including testing of routing changes and configuration updates.
Support change and release activities on services affecting our applications.
Ensure platform changes meet governance requirements.
Perform readiness checks and regression testing.
Stakeholder and Vendor Collaboration:
Work with product owners, key business stakeholders, and regional IT teams.
Work closely with Bupa's central IT Shared Services department.
Support collaboration with Genesys, eGain, and other partners.
Assist with training and knowledge uplift.
Governance, Compliance, and Resilience:
Ensure operational support aligns with regulatory, compliance, and security requirements.
Support BCP/DR activities.
Requirements:
Experience supporting enterprise contact center platforms.
Genesys Cloud / eGain / omni-channel platform expertise.
Strong vendor management.
Strong diagnostics and RCA capability.
Effective communication skills across all levels of key stakeholders.
Knowledge of SIP, PSTN, and customer journey design.
Strong communication skills.
Desirable: Cloud/API exposure, continuous improvement or automation experience, ITIL or Genesys certification.

Experience
1-5 yrs