IT Administrator II- Genesys Cloud CX

POSITION DESCRIPTION:

The Genesys Cloud Administrator is responsible for the maintenance, monitoring, and optimization of the Genesys Cloud CX platform to ensure a reliable, high-quality experience for our contact center operations. This role supports multiple business teams by implementing routing logic, managing user profiles, monitoring system performance, and troubleshooting issues to maximize efficiency and customer satisfaction by utilizing the Genesys Cloud IVR platform. The ideal candidate is detail-oriented, understands contact center and IVR technologies, and can translate operational requirements into effective technical solutions.

EDUCATION and/or EXPERIENCE

• 2–4 years of experience administering Genesys Cloud.
• Strong understanding of call routing, IVR design, and ACD concepts.
• Experience with APIs, web services, and data actions is a plus.
• Familiarity with workforce management, quality management, and omnichannel routing.
• Strong analytical and problem-solving skills.
• Excellent communication skills and ability to work cross-functionally.

CERTIFICATES, LICENSES, REGISTRATIONS

• Genesys Cloud CX certifications (e.g., GCA, GCP, Architect Certification).

QUALIFICATIONS

• Strategic planning skills, organizational skills, operating skills, and communication skills
• Experience with scripting, JSON, or low code integrations
• Background in contact center operations or telecom administration
• Proven experience creating and updating documentation to meet internal business needs.
• Ability to work with other departments to understand their project needs