Genesys Cloud CX Administrator

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

We are modernizing how we serve customers across our support, sales, and finance teams. As part of that work, we are moving our contact center to Genesys Cloud CX, with Salesforce integration through CX Cloud, Zoom as our carrier, AI-assisted agent tools, voice self-service, and workforce engagement management (WFM, quality, and speech analytics). Customer Support goes live in early 2027, followed by Sales, Finance/AR, and other business units in a second phase.

We are seeking an experienced Genesys Cloud CX Administrator, based in Manila, Philippines, to become the long-term owner of the platform's day-to-day administration. You will join shortly after Support go-live, work side by side with our implementation administrators and Genesys Professional Services through the second phase, and then take over ongoing administration for a contact center of roughly 200+ users.

Reporting to the Engineering Manager, this is a hands-on role for someone who has administered Genesys Cloud CX in a production environment. The ideal candidate is comfortable with routing and Architect flows, user and queue management, telephony troubleshooting and reporting, and can turn business requests into reliable, well-documented configuration changes.

ESSENTIAL RESPONSIBILITIES & DUTIES:

• Serve as the primary day-to-day administrator of Genesys Cloud CX, owning moves, adds and changes (MACs) for users, roles, divisions, groups, queues, skills, schedules, wrap-up codes and phones.
• Build, update and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows, schedules and emergency routing, and voice self-service / bot flows.
• Maintain ACD routing, including skills-based routing, queue priorities, overflow, callbacks and business-hours logic, across Support, Sales, Finance/AR and other business units.
• Administer the Salesforce integration (CX Cloud / Genesys for Salesforce) with the Salesforce team, including screen pops, call logging, chat-to-phone handoffs and case creation.
• Support telephony operations with the Telecom lead, including Zoom carrier/BYOC trunks, DIDs and number porting, E911 locations, WebRTC phones, call quality and recording policies.
• Configure and maintain Workforce Engagement Management, including WFM forecasting and scheduling, quality evaluation forms, speech and text analytics topics, and Supervisor/agent AI tools (e.g., Agent Copilot).
• Maintain knowledge sources and AI configuration used by agent assist and virtual agents, working with knowledge owners to keep content accurate.
• Build and maintain performance views, dashboards and scheduled reports for supervisors and leadership, and support data exports to the reporting team.
• Monitor platform health, AI token consumption, licenses and Genesys release notes; triage issues, troubleshoot agent and call problems, and manage cases with Genesys Support and the Technical Account Manager.
• Follow change management standards: work from Jira tickets, test changes before release, and keep configuration documentation, runbooks and admin procedures current.
• Train and support supervisors and agents on new features and process changes, and provide coverage aligned with US contact center operating hours.

REQUIREMENTS:

• 3+ years of hands-on Genesys Cloud CX (PureCloud) administration experience in a production contact center.
• Strong working knowledge of Genesys Cloud Architect, including inbound call flows, IVR, in-queue flows, data actions and schedules.
• Experience managing users, roles and permissions, queues, skills, wrap-up codes and ACD routing in Genesys Cloud.
• Experience supporting Genesys Cloud telephony (BYOC/SIP trunks, sites, number management, WebRTC) and troubleshooting call quality issues.
• Experience with Genesys Cloud performance dashboards, analytics views and reporting.
• Experience working with Salesforce and Genesys integrations (CX Cloud or Genesys Cloud for Salesforce).
• Experience translating business requirements into scalable technical configurations.
• Strong troubleshooting, analytical and documentation skills, with clear written and spoken English.
• Willingness to work a schedule that overlaps US business hours (including night shifts in Manila) and to support urgent production issues when needed.

Preferred Qualifications

• Genesys Cloud CX certification (e.g., Genesys Cloud CX: Professional or Developer) or equivalent demonstrated expertise.
• Experience with Genesys WEM: Workforce Management, Quality Management, and Speech and Text Analytics.
• Experience with Genesys AI features such as Agent Copilot, virtual agents/bots, Knowledge and voice self-service.
• Experience with Salesforce administration, Jira and Confluence.
• Experience supporting a multi-department contact center (Support, Sales, Finance/Collections) in a SaaS environment.
• Experience taking over a platform after implementation, including knowledge transfer from a Professional Services team.