Manila-Based Genesys Cloud CX Administrator: AI Bots & WFM

Lone Wolf Technologies; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Lone Wolf Technologies is modernizing its contact center and moving to Genesys Cloud CX. Manila-based Administrator will own day‑to‑day platform operations for ~220 users, including MACs, flows, telephony, and bot optimization.

Responsibilities include managing digital channels, Salesforce CX Cloud integration, and WFM/QA settings, with a focus on reliable, well‑documented changes. Reporting to the EIS Engineering Manager, this hands‑on role requires collaboration with implementation teams and

Qualifications

• 3+ years of hands‑on Genesys Cloud CX administration in a production contact center.
• Experience managing users, roles, queues, skills and ACD routing in Genesys Cloud.
• Experience administering Genesys Cloud digital channels (email/SMS) and outbound dialer campaigns.
• Experience with Salesforce integrations and data handoffs in a customer service environment.

Responsibilities

• Serve as the primary day‑to‑day administrator of Genesys Cloud CX for ~220 users, handle MACs for users/roles/divisions/queues/schedules/phones, and maintain SSO access.
• Build/update Architect flows: inbound call flows, IVR, in‑queue flows, data actions, schedules, and data‑table routing across 26 products.
• Maintain 30+ queues with skills, priorities, overflow, and business hours logic for multiple business units.
• Own voice self‑service bots post‑launch; tune intents, thresholds, handoffs, and extend topics using GP Services patterns.
• Administer digital channels (email/SMS) and outbound dialer campaigns; manage templates and contact lists.
• Integrate Salesforce CX Cloud with Salesforce team; manage screen pops, call logging, case routing, and chat handoffs.
• Support telephony with Zoom/SIP trunks, DIDs, E911, WebRTC phones, and Teams/Zoom Phone integrations.
• Maintain Workforce Engagement Management (WFM, QA forms) and Agent Copilot settings.
• Maintain knowledge sources and AI configuration for Agent Copilot and self‑service bots.
• Create dashboards and scheduled reports; assist data exports to reporting team.
• Monitor platform health, licenses, AI token use; triage issues with Genesys Support.
• Follow Jira change tickets; test in sandbox before production; document procedures.

Skills

Genesys Cloud CX

Architect flows

User and queue management

Telephony troubleshooting

Reporting and dashboards

Salesforce integration

Okta SSO

Documentation

Education

Hands-on Genesys Cloud CX admin experience

Tools

Genesys Cloud Architect

Salesforce CX Cloud

Okta SSO

Microsoft Teams / Zoom Phone integrations

Job description

Lone Wolf Technologies is modernizing its contact center and moving to Genesys Cloud CX. Manila-based Administrator will own day‑to‑day platform operations for ~220 users, including MACs, flows, telephony, and bot optimization.

Responsibilities include managing digital channels, Salesforce CX Cloud integration, and WFM/QA settings, with a focus on reliable, well‑documented changes. Reporting to the EIS Engineering Manager, this hands‑on role requires collaboration with implementation teams and