Senior Genesys Cloud Administrator

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. Key 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 Required Qualifications: 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 Preferred Qualifications: 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 #LI-Remote #LI-GR1 If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com . Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected] . You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.