Genesys Cloud CX Administrator

Lone Wolf Technologies

. Serve as the primary day-to-day administrator of Genesys Cloud CX for approximately 220 users .

Posted 11/9/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Genesys Cloud CX administration, including managing user roles, ACD routing, and digital channel integrations. Proficient in building and optimizing Architect flows, performance dashboards, and troubleshooting telephony operations.

Highest-signal resume keywords

Genesys Cloud CX AdministrationArchitect Flow DevelopmentACD Routing ManagementSalesforce IntegrationTroubleshooting Call Quality

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Genesys Cloud ArchitectInbound Call FlowsIVR DevelopmentACD RoutingPerformance DashboardsEmail RoutingSMS MessagingOutbound Dialer CampaignsWorkforce Engagement ManagementData Actions

Soft Skills

Analytical SkillsDocumentation SkillsClear Communication

Tools & Technologies

Salesforce CX CloudZoom CarrierWebRTCJiraSharePoint

Industry Keywords

Contact Center OperationsTelephony SupportUser ManagementDigital ChannelsBusiness Requirements Translation

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the primary day-to-day administrator of Genesys Cloud CX for approximately 220 users
Own user, role, division, group, queue, skill, schedule, wrap-up code and phone changes, plus Okta SSO access
Build and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows, callbacks, schedules, emergency routing and data-table-driven routing
Maintain ACD routing across 30+ queues, including skills-based routing, queue priorities, overflow and business-hours logic
Own and optimize voice self-service bots, including intents, training phrases, confidence thresholds, fallbacks and agent hand-off
Administer Genesys email routing, SMS messaging, notification templates, outbound dialer campaigns and contact lists
Administer the Salesforce CX Cloud integration, including screen pops, call logging, case creation, Salesforce chat routing and chat-to-phone handoffs
Support telephony operations, including Zoom carrier/BYOC trunks, sites, DIDs, number porting, E911 locations, SMS registration, WebRTC phones and call quality policies
Configure Workforce Engagement Management, including WFM forecasting and scheduling, quality evaluation forms and Supervisor AI and Agent Copilot settings
Maintain Salesforce Knowledge and SharePoint connectors and AI configuration; monitor answer quality
Build performance views, dashboards and scheduled reports and support reporting data exports
Monitor platform health, AI token consumption, licenses and release notes; troubleshoot issues and manage Genesys Support cases
Follow Jira-based change management, test changes in sandbox and maintain documentation, runbooks and procedures
Participate in knowledge transfer, bot performance reviews and train-the-trainer sessions
Train and support supervisors and agents and provide coverage aligned with US contact center operating hours

Requirements

What you’ll need

3+ years of hands-on Genesys Cloud CX (PureCloud) administration experience in a production contact center
Strong working knowledge of Genesys Cloud Architect, including inbound call flows, IVR, in-queue flows, data actions, data tables and schedules
Experience managing users, roles and permissions, queues, skills, wrap-up codes and ACD routing in Genesys Cloud
Experience supporting Genesys Cloud telephony, including BYOC/SIP trunks, sites, number management, WebRTC and troubleshooting call quality issues
Experience administering Genesys Cloud digital channels, including email and SMS, and outbound dialer campaigns
Experience with Genesys Cloud performance dashboards, analytics views and reporting
Experience working with Salesforce and Genesys integrations, including CX Cloud or Genesys Cloud for Salesforce
Experience translating business requirements into scalable technical configurations
Strong troubleshooting, analytical and documentation skills
Clear written and spoken English
Willingness to work a schedule overlapping US business hours, including night shifts in Manila
Willingness to support urgent production issues when needed

Benefits

Comp & perks

Full-time employment
Equal Opportunity Employer