Genesys Cloud CX Admin – Manila (200+ Users)

Confidential; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Confidential is modernizing its contact center in Manila, implementing Genesys Cloud CX with Salesforce integration and Zoom as the carrier. The Administrator will own day-to-day platform administration, work with implementation teams, and manage a center with 200+ users as live operations begin in early 2027.

The role reports to the Engineering Manager and requires hands-on experience with routing, queues, IVR, and reporting, plus a strong focus on documentation and process rigor.

Qualifications

• 3+ years of hands-on Genesys Cloud CX administration in a production contact center.
• Strong knowledge of Genesys Cloud Architect including inbound call flows, IVR and schedules.
• Experience with user, roles, queues, skills, and ACD routing in Genesys Cloud.
• Experience with Genesys Cloud telephony, troubleshooting call quality, and WebRTC.

Responsibilities

• Serve as the primary day-to-day administrator of Genesys Cloud CX, handling MACs for users, roles, divisions, groups, queues, skills, schedules and phones.
• Build, update and maintain Architect flows (inbound calls, IVR, in-queue flows, schedules, voice self-service).
• Maintain ACD routing including skills-based routing, queue priorities and business-hours logic across multiple business units.
• Administer Salesforce integration (CX Cloud/Genesys for Salesforce) including screen pops, call logging and case creation.
• Support telephony operations with Zoom/BYOC trunks, DIDs, E911, call quality policies and recording.
• Configure Workforce Engagement Management, including forecasting, scheduling, analytics topics and AI tools.
• Maintain knowledge sources and AI configurations used by agent assist and virtual agents.
• Create and maintain performance views, dashboards and scheduled reports for supervisors.
• Monitor platform health, licenses and release notes; triage issues with Genesys Support.
• Follow change management with Jira tickets, test changes, and keep runbooks current.
• Train supervisors and agents on new features and process changes and cover US hours.

Skills

Genesys Cloud CX

Architect Flows

User Management

Telephony Troubleshooting

Salesforce Integration

WFM & QA Analytics

Education

Genesys Cloud CX Certification

Tools

Salesforce CX Cloud

Jira

Confluence

Job description

Confidential is modernizing its contact center in Manila, implementing Genesys Cloud CX with Salesforce integration and Zoom as the carrier. The Administrator will own day-to-day platform administration, work with implementation teams, and manage a center with 200+ users as live operations begin in early 2027.

The role reports to the Engineering Manager and requires hands-on experience with routing, queues, IVR, and reporting, plus a strong focus on documentation and process rigor.