Genesys Cloud Administrator

DK Law - Injury, Accident, and More•Costa Mesa, CA

5d•Onsite

About The Position

We are seeking a Genesys Cloud Administrator to own and manage our contact center and telephony infrastructure on a day-to-day basis. This role is responsible for the administration, configuration, and troubleshooting of our Genesys Cloud CX contact center platform, its CTI integration with Salesforce (Litify), and our Invoca call tracking system.Our environment processes approximately 200+ inbound calls per day across multiple office lines, with call data flowing through Invoca for marketing attribution, Genesys Cloud CX for call routing and agent management, and Salesforce/Litify as our CRM and legal case management platform.

Requirements

7+ years of hands-on experience administering Genesys Cloud CX (formerly PureCloud), including Architect IVR flows, queue management, ACD routing, and workforce engagement features
2+ years of experience configuring and troubleshooting Genesys CTI integrations with Salesforce, including the Genesys Cloud for Salesforce managed package (purecloud), Activity Attribute mappings, Interaction Attribute screen pops, and call activity logging
2+ years of experience with Salesforce administration, including custom objects, custom fields, Flows, and managed package configuration
Working knowledge of Invoca or similar call tracking platforms (CallRail, Marchex, DialogTech)
Understanding of telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and call recording
Experience with Salesforce Task/Activity record management and understanding of WhoId/WhatId relationships
Strong troubleshooting skills with the ability to trace data flows across multiple integrated systems (Invoca → Genesys → Salesforce)

Nice To Haves

Genesys Cloud Certified Professional (GCP) certification
Salesforce Administrator certification
Experience with Litify or other legal CRM platforms built on Salesforce
Familiarity with marketing attribution concepts (UTM parameters, GCLID, multi-touch attribution)
Experience managing Salesforce managed packages from multiple vendors (Genesys purecloud, RingCentral rcsfl, Invoca Exolytix)
Understanding of webhook integrations, REST APIs, and event-driven architectures
Experience with workforce management (WFM) and quality management within Genesys Cloud CX
Familiarity with AWS services (Lambda, EventBridge, API Gateway) is a plus
Experience in a legal or professional services contact center environment

Responsibilities

Manage day-to-day Genesys Cloud CX configuration including queues, skills, routing policies, and agent assignments
Build, modify, and maintain Architect IVR call flows, schedules, and routing logic
Configure and manage DIDs, phone number assignments, and call forwarding rules
Monitor real-time and historical contact center metrics (queue wait times, agent utilization, call volumes)
Administer wrap-up codes, dispositions, and after-call work configurations
Manage user accounts, roles, permissions, and agent licensing within Genesys Cloud CX
Troubleshoot call quality issues, dropped calls, and routing failures
Manage workforce engagement features including scheduling and adherence monitoring
Administer the Genesys Cloud for Salesforce CTI adapter (purecloud managed package), ensuring reliable call logging and screen pop functionality
Configure and maintain Activity Attribute field mappings between Genesys call properties (call.ani, call.callednumber, call.conversationId, etc.) and Salesforce Task fields
Expand CTI data capture by mapping additional Genesys interaction attributes (queue name, IVR time, ACD time, agent notes, wrap-up codes) to custom Salesforce fields
Ensure call records (Tasks) are properly linked to Contacts and Intake records in Litify
Troubleshoot CTI issues including failed screen pops, missing call logs, incorrect field mappings, and agent softphone connectivity
Work with Salesforce administrators to build automations (Flows/Triggers) that enrich Intake and Contact records with call data
Manage the Invoca-to-Genesys call routing configuration, including tracking number assignments and ring-to destinations
Ensure UTM and marketing attribution data flows accurately from Invoca through to Salesforce Intake records
Troubleshoot discrepancies between Invoca call data and Salesforce records
Coordinate with marketing on tracking number provisioning, campaign setup, and promo number descriptions
Monitor Invoca webhook deliveries and integration health
Serve as the primary point of contact for all phone system and contact center related tickets
Respond to agent-reported issues (softphone problems, call transfer failures, login issues, audio quality)
Handle requests for new queue creation, IVR changes, schedule modifications, and routing adjustments
Onboard new agents into Genesys Cloud CX and configure their CTI softphone setup in Salesforce
Document system configurations, procedures, and troubleshooting guides