Senior Genesys Cloud Administrator

Genesys

3d•Remote

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Senior Genesys Cloud Administrator India Role Overview: Own the stability, scalability, and evolution of a mission-critical cloud contact center platform that powers customer engagement across global operations. This role directly influences how efficiently support teams resolve issues, how seamlessly customers interact across channels, and how intelligently the platform leverages automation and AI. At Genesys, we are shaping the future of customer experience through empathy, innovation, and AI-driven solutions, giving you the opportunity to work on technology that impacts millions of interactions daily. You will operate at the intersection of platform engineering, customer experience, and business performance, partnering with Product, IT, and Operations leaders to drive measurable improvements. This position offers strong visibility into enterprise initiatives, exposure to advanced cloud technologies, and the opportunity to expand into architectural and strategic leadership.

Requirements

5+ years of experience administering Genesys Cloud CX or a comparable cloud contact center platform
Strong understanding of contact center operations, including routing logic, workforce optimization, and omnichannel engagement
Proven experience managing users, roles, permissions, and platform configurations in a secure and scalable environment
Hands-on experience troubleshooting complex platform issues and driving root cause resolution
Strong analytical and problem-solving skills with the ability to interpret operational data and translate insights into improvements
Effective communication skills with experience collaborating across technical and non-technical stakeholders
Candidate should be flexible to work between 1 PM to 10 PM IST

Nice To Haves

Genesys Cloud certifications demonstrating platform expertise
Experience with API integrations, particularly with ServiceNow, CRM systems, or identity providers
Working knowledge of Java or similar programming languages for integration or automation use cases
Exposure to AI, automation frameworks, or workflow optimization tools within contact center environments

Responsibilities

Own end-to-end administration of the Genesys Cloud CX platform to ensure high availability, performance, and scalability across global contact center operations
Design and optimize intelligent routing strategies, queues, and skill frameworks to improve customer experience and reduce resolution times
Develop and enhance IVR and Architect call flows that increase self-service success rates and minimize escalation volumes
Drive adoption and performance of omnichannel capabilities including voice, chat, email, and messaging to deliver seamless customer journeys
Monitor platform health using analytics and observability tools, proactively identifying issues and resolving them before business impact occurs
Build and maintain reporting dashboards that provide actionable insights into operational efficiency, customer behavior, and platform performance
Lead integration efforts with enterprise systems such as ServiceNow, CRM platforms, and SSO solutions to enable unified workflows and data consistency
Partner with cross-functional teams to deliver platform enhancements, support releases, and align technology capabilities with evolving business needs
Implement AI-driven automations and workflow optimizations that improve engineer productivity and reduce manual effort