Lead Genesys Cloud CX Admin — Manila

Lone Wolf Technologies, Inc.; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Lone Wolf Technologies, Inc. in Manila seeks an experienced Genesys Cloud CX Administrator to own day‑to‑day platform administration for ~220 users. You will work with implementation teams and vendors to ensure smooth routing, bot flows and telephony, with strong emphasis on data accuracy and change management.

The role covers inbound/outbound channels, Salesforce CX Cloud integration, and post‑launch bot optimization. Manila‑based, US hours overlap required.

Qualifications

• 3+ years of hands-on Genesys Cloud CX administration in production.
• Strong working knowledge of Architect, inbound call flows, IVR and data actions.
• Experience managing users, roles, queues, skills and ACD routing.
• Experience supporting Genesys Cloud telephony and troubleshooting call quality.
• Experience with email and SMS channels and outbound dialer campaigns.
• Experience with SalesforceCX Cloud integration and related tooling.
• Excellent written and spoken English.

Responsibilities

• Serve as the primary day-to-day administrator for ~220 users, handling MACs for users, roles, divisions and queues.
• Build and maintain Architect flows, inbound call routing, IVR and data tables.
• Manage ACD routing across multiple queues for all business units.
• Own voice self-service bots post-launch and optimize intents and handoffs.
• Administer email, SMS, outbound campaigns and related templates.
• Integrate and maintain CX Cloud with Salesforce, including screen pops and chat routing.
• Support telephony with Zoom/Teams, BYOC trunks, DIDs and porting; ensure call quality.
• Maintain Workforce Management and QA forms; configure Agent Copilot settings.
• Document changes, runbooks and knowledge bases; prepare dashboards for leadership.

Skills

Genesys Cloud CX

Architect flows

User/Roles/Queues management

Telephony troubleshooting

Email & SMS channels

Salesforce CX Cloud integration

Dataloader/outbound campaigns

Documentation & training

English communication

Tools

Okta SSO

SAML / authentication

Salesforce

Job description

Lone Wolf Technologies, Inc. in Manila seeks an experienced Genesys Cloud CX Administrator to own day‑to‑day platform administration for ~220 users. You will work with implementation teams and vendors to ensure smooth routing, bot flows and telephony, with strong emphasis on data accuracy and change management.

The role covers inbound/outbound channels, Salesforce CX Cloud integration, and post‑launch bot optimization. Manila‑based, US hours overlap required.