Genesys Cloud CX Administrator

Based in Manila, Philippines, Schedule that overlaps US business hours, including night shifts in ManilaFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Clear written and spoken English
Experience: 3+ years of hands-on Genesys Cloud CX (PureCloud) administration experience in a production contact center.
Required Skills: Salesforce

Have 3+ years of hands-on Genesys Cloud CX (PureCloud) administration experience in a production contact center.
Have strong working knowledge of Genesys Cloud Architect, including inbound call flows, IVR, in-queue flows, data actions, data tables, and schedules.
Have experience managing users, roles and permissions, queues, skills, wrap-up codes, and ACD routing in Genesys Cloud.
Have experience supporting Genesys Cloud telephony, including BYOC/SIP trunks, sites, number management, WebRTC, and call quality troubleshooting.
Have experience administering Genesys Cloud email and SMS channels and outbound dialer campaigns.
Have experience with Genesys Cloud performance dashboards, analytics views, and reporting.
Have experience working with Salesforce and Genesys integrations, such as CX Cloud or Genesys Cloud for Salesforce.
Be able to translate business requirements into scalable technical configurations.
Have strong troubleshooting, analytical, and documentation skills, with clear written and spoken English.
Be willing to work a schedule that overlaps US business hours, including night shifts in Manila, and support urgent production issues when needed.
Genesys Cloud CX certification or equivalent demonstrated expertise is preferred.
Experience with voice bot flows, Genesys WEM, Genesys AI features, sandbox orgs, Okta or other SAML SSO, Teams or Zoom Phone integrations, Salesforce administration, Jira, or Confluence is preferred.

Administer Genesys Cloud CX for about 220 users, managing users, roles, divisions, groups, queues, skills, schedules, wrap-up codes, phones, and Okta SSO access.
Build and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows, emergency routing, and data-table-driven routing.
Maintain ACD routing across 30+ queues, including skills-based routing, queue priorities, overflow, and business-hours logic.
Tune voice self-service bots and extend them to new topics using Genesys bot optimization tools.
Administer email and SMS routing, notification templates, outbound dialer campaigns, contact lists, and related data actions.
Administer the Salesforce CX Cloud integration, including screen pops, call logging, case creation, chat routing, and chat-to-phone handoffs.
Support telephony operations, including Zoom carrier/BYOC trunks, number management, E911 locations, WebRTC phones, call quality, and Teams and Zoom Phone integrations.
Configure Workforce Engagement Management, including forecasting, scheduling, quality evaluation, Supervisor AI, and Agent Copilot settings.
Maintain knowledge sources and AI configuration, and build performance dashboards, views, and scheduled reports.
Monitor platform health, troubleshoot issues, manage Genesys Support cases, follow change management standards, and keep documentation current.

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