Genesys Cloud CX Administrator

About the Role

This organization develops comprehensive software suites for real estate professionals, including agents, brokerages, and MLS providers, to facilitate business management and transaction workflows. The company provides a range of digital tools spanning CRM, advertising, analytics, and eSignature services for the North American market. They are looking to hire a Genesys Cloud CX Administrator to act as the main point of contact for a user base of roughly 220 people. You will be responsible for the setup, ongoing upkeep, and performance tuning of the contact center infrastructure. This position requires managing telephony, reporting, bot integration, and routing logic, alongside workforce management tools. You will play a vital role in maintaining system uptime and operational success by working alongside agents and managers.

Requirements

• Minimum of three years of professional experience managing Genesys Cloud CX in a live contact center environment.
• Demonstrated mastery of Genesys Cloud Architect, specifically in designing inbound flows, schedules, data actions, and IVR systems.
• Expertise in ACD routing, queue management, and the administration of user roles and permissions.
• Experience with telephony infrastructure, including WebRTC, BYOC, and managing phone numbers.
• Proficiency in administering outbound dialer campaigns, digital channels, and platform analytics.
• Proven experience working with Salesforce and Genesys platform integrations.
• Strong troubleshooting and analytical capabilities, with the ability to turn business requirements into technical solutions.
• Excellent verbal and written communication skills in English.
• Availability to work during US business hours and willingness to handle critical production issues outside of standard time as needed.

Responsibilities

• Manage day-to-day operations for about 220 users, covering access control, role assignments, group management, and SSO.
• Create and manage sophisticated Architect flows, interactive voice response menus, and automatic call distribution logic for over 30 queues.
• Refine voice self-service bots by managing training procedures and backup logic.
• Oversee telephony tasks such as managing call quality standards, E911 site configuration, and the porting of phone numbers.
• Maintain integrations between the contact center platform and Salesforce.
• Set up workforce management software, including performance evaluation forms and scheduling configurations.
• Construct analytical dashboards and perform continuous health monitoring of the system.
• Keep runbooks and system documentation up to date while handling Jira change management tasks.
• Coordinate with Genesys Support on tickets and provide training and knowledge sharing for internal staff.

Benefits & Perks

• Full-time position.