Senior Genesys Cloud Administrator

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Senior Genesys Cloud AdministratorIndia 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 Working at Genesys • AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. • A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. • Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. • Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. • Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.