Genesys Cloud CX Administrator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the main day-to-day administrator for Genesys Cloud CX, serving around 220 users.

• Manage user accounts, roles, divisions, groups, queues, skills, schedules, wrap-up codes, and phone modifications, as well as Okta SSO access.

• Design and sustain Architect flows, which encompass inbound call flows, IVR menus, in-queue flows, callbacks, scheduling, emergency routing, and data-table-driven routing.

• Oversee ACD routing for more than 30 queues, incorporating skills-based routing, queue priorities, overflow management, and business-hours logic.

• Take ownership and enhance voice self-service bots, focusing on intents, training phrases, confidence thresholds, fallbacks, and agent hand-offs.

• Manage Genesys email routing, SMS messaging, notification templates, outbound dialer campaigns, and contact lists.

• Administer the integration with Salesforce CX Cloud, including screen pops, call logging, case creation, Salesforce chat routing, and chat-to-phone transitions.

• Support telephony operations, covering Zoom carrier/BYOC trunks, sites, DIDs, number porting, E911 locations, SMS registration, WebRTC phones, and call quality policies.

• Configure Workforce Engagement Management, which includes WFM forecasting and scheduling, quality evaluation forms, and settings for Supervisor AI and Agent Copilot.

• Maintain Salesforce Knowledge and SharePoint connectors along with AI configuration; keep track of answer quality.

• Develop performance views, dashboards, and scheduled reports while assisting with reporting data exports.

• Monitor platform health, AI token usage, licenses, and release notes; troubleshoot issues and manage Genesys Support requests.

• Adhere to Jira-based change management protocols, test modifications in the sandbox environment, and maintain documentation, runbooks, and procedures.

• Engage in knowledge transfer, bot performance evaluations, and train-the-trainer sessions.

• Provide training and support for supervisors and agents, ensuring coverage aligns with US contact center operating hours.

⛳️ Requirements

• A minimum of 3 years of hands-on administration experience with Genesys Cloud CX (PureCloud) in a production contact center environment.

• Solid understanding of Genesys Cloud Architect, including inbound call flows, IVR, in-queue flows, data actions, data tables, and scheduling.

• Proven experience managing users, roles, permissions, queues, skills, wrap-up codes, and ACD routing within Genesys Cloud.

• Background in supporting Genesys Cloud telephony, including BYOC/SIP trunks, sites, number management, WebRTC, and troubleshooting call quality problems.

• Experience administering Genesys Cloud digital channels, such as email and SMS, along with outbound dialer campaigns.

• Familiarity with Genesys Cloud performance dashboards, analytics views, and reporting functionalities.

• Experience with integrations between Salesforce and Genesys, including CX Cloud or Genesys Cloud for Salesforce.

• Ability to translate business requirements into scalable technical configurations.

• Strong troubleshooting, analytical, and documentation capabilities.

• Excellent written and spoken English skills.

• Willingness to work hours that overlap with US business operations, including night shifts in Manila.

• Readiness to assist with urgent production issues as necessary.

🏝️ Benefits

• Full-time employment.

• Equal Opportunity Employer.