Senior Genesys Cloud Administrator
India, IST afternoon/evening shiftsFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceJavaRESTful APIsCRMServiceNow
Requirements
- 5+ years of experience administering Genesys Cloud CX or similar cloud-based contact center platforms.
- Strong understanding of contact center operations, including routing, omnichannel engagement, and workforce optimization principles.
- Hands-on experience managing platform configurations such as users, roles, permissions, and security settings.
- Proven ability to troubleshoot complex system issues and perform root cause analysis in production environments.
- Strong analytical skills with the ability to interpret operational data and translate insights into actionable improvements.
- Experience integrating platforms with enterprise tools such as CRM systems, ServiceNow, or SSO/identity providers.
- Familiarity with API integrations and automation workflows; basic programming knowledge (Java or similar) is a plus.
- Exposure to AI-driven automation or workflow optimization in contact center environments is preferred.
- Strong communication and stakeholder management skills across technical and non-technical teams.
- Flexibility to work aligned to IST afternoon/evening shifts as required.
Responsibilities
- Own end-to-end administration of the Genesys Cloud CX platform, ensuring high availability, scalability, and optimal performance across global contact center operations.
- Design, configure, and optimize routing strategies, queues, and workforce assignment logic to enhance customer experience and operational efficiency.
- Develop and maintain IVR systems and Architect call flows to improve self-service adoption and reduce escalation rates.
- Manage omnichannel capabilities including voice, chat, email, and messaging to ensure seamless customer journeys.
- Monitor system performance and platform health using analytics and observability tools, proactively resolving issues before they impact operations.
- Build dashboards and reporting frameworks to deliver actionable insights on customer interactions and operational KPIs.
- Lead integration initiatives with enterprise systems such as CRM platforms, ServiceNow, and identity management tools.
- Collaborate with cross-functional teams to implement platform enhancements, release updates, and continuous improvements.
- Drive automation and AI-enabled workflow optimization to improve platform efficiency and reduce manual intervention.
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