Genesys Cloud Administrator

The Genesys Cloud Administrator is responsible for the maintenance, monitoring, and optimization of the Genesys Cloud CX platform to ensure a reliable, high-quality experience for our contact center operations. This role supports multiple business teams by implementing routing logic, managing user profiles, monitoring system performance, and troubleshooting issues to maximize efficiency and customer satisfaction by utilizing the Genesys Cloud IVR platform. The ideal candidate is detail-oriented, understands contact center and IVR technologies, and can translate operational requirements into effective technical solutions.
 
Essential Duties and Tasks:

Configure, deploy, and maintain Genesys Cloud CX features including queues, skills, groups, schedules, divisions, and triggers. Manage user accounts, permissions, roles, and licenses. Maintain telephony configurations, number management, and SIP trunk settings. - 30%
Monitor platform performance, queue activity, and call quality metrics. Use Genesys dashboards and analytics to identify trends, gaps, and improvement opportunities. - 30%
Troubleshoot platform issues including routing errors, login, skills, queues, and other failures. - 20%
Document all changes and provide updated routing diagrams when changes occur. Maintain all documentation to be current and accurately reflect the Genesys environment. - 10%
Participate in project design and implementation, act as a SME on the infrastructure needs that other teams may have a requirement for in their projects or imitative. - 10%
             
This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.

Education And/Or Experience

2–4+ years of experience administering Genesys Cloud.
Strong understanding of call routing, IVR design, and ACD concepts.
Experience with APIs, web services, and data actions is a plus.
Familiarity with workforce management, quality management, and omnichannel routing.
Strong analytical and problem-solving skills.
Excellent communication skills and ability to work cross-functionally.
 
Certificates, Licenses, Registrations - Mandatory

Genesys Cloud CX certifications (e.g., GCA, Google Cloud Platform, Architect Certification).
 
Qualifications

Strategic planning skills, organizational skills, operating skills, and communication skills
Experience with scripting, JSON, or low code integrations
Background in contact center operations or telecom administration
Proven experience creating and updating documentation to meet internal business needs.
Ability to work with other departments to understand their project needs.