Senior Genesys Cloud CX Administrator (Manila)

Lone Wolf Technologies; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Lone Wolf Technologies is modernizing its contact center and moving to Genesys Cloud CX, with 220 users in Manila. We seek a seasoned administrator to own day-to-day operations, architect flows, manage telephony, and oversee digital channels and Salesforce integration.

You will work with implementation teams, join early 2027, and assume full ownership by mid-2027, ensuring reliable configurations, documentation, and agent support across shifts.

Qualifications

• 3+ years of hands-on Genesys Cloud CX administration in a production contact center.
• Strong working knowledge of Genesys Cloud Architect, including inbound call flows, IVR, in-queue flows, data actions, data tables 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 administering Genesys Cloud digital channels (email and SMS) and outbound dialer campaigns.
• 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.

Responsibilities

• Serve as the primary day-to-day administrator of Genesys Cloud CX for about 220 users, owning moves, adds and changes (MACs) for users, roles, divisions, groups, queues, skills, schedules, wrap-up codes and phones, and maintaining Okta single sign-on (SSO) access.
• Build, update and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows (callbacks and scheduled callbacks), schedules, emergency routing, and data-table-driven routing across our 26 products.
• Maintain ACD routing across 30+ queues for Support, Sales/BDR, Marketing, Finance/AR and other business units, including skills-based routing, queue priorities, overflow and business-hours logic.
• Own the voice self-service bots after launch: tune intents, training phrases, confidence thresholds, fallbacks and agent hand-off using Genesys bot optimization tools, and extend the bots to new topics by reusing patterns built with Genesys Professional Services.
• Administer digital and outbound channels, including Genesys email routing, SMS messaging and notification templates, outbound dialer campaigns and contact lists, and the data actions that send customers SMS and email links.
• Administer the Salesforce integration (CX Cloud) with the EIS Salesforce team, including screen pops, call logging, case creation, routing of Salesforce chats through Genesys, and chat-to-phone handoffs in which the Salesforce Case holding the chat transcript pops for the agent who answers.
• Support telephony operations with the Telecom lead, including Zoom carrier/BYOC trunks, sites, DIDs and number porting, E911 locations, SMS number registration, WebRTC phones, call quality and recording policies, and the Microsoft Teams and Zoom Phone integrations.
• Configure and maintain Workforce Engagement Management, including WFM forecasting and scheduling for calls and routed chats, quality evaluation forms and policies, and Supervisor AI and Agent Copilot settings.
• Maintain the knowledge sources and AI configuration used by Agent Copilot and the self-service bots, including the Salesforce Knowledge and SharePoint connectors, working with knowledge owners to keep content accurate and monitoring answer quality.
• 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 EIS change management standards: work from Jira tickets, build and test changes in the sandbox (development) org before promoting them to production, and keep configuration documentation, runbooks and admin procedures current.
• Take part in knowledge transfer from Genesys Professional Services and the implementation administrators, including post-launch bot performance reviews and train-the-trainer sessions, so you are ready to run the platform independently by mid-2027.
• Train and support supervisors and agents on new features and process changes, and provide coverage aligned with US contact center operating hours.

Skills

Genesys Cloud CX

Architect flows

User management

Telephony troubleshooting

Email & SMS

Reporting

Documentation

English communication

Tools

Genesys Cloud CX

Salesforce CX Cloud

Okta SSO

Jira

Confluence

WebRTC

Job description

Lone Wolf Technologies is modernizing its contact center and moving to Genesys Cloud CX, with 220 users in Manila. We seek a seasoned administrator to own day-to-day operations, architect flows, manage telephony, and oversee digital channels and Salesforce integration.

You will work with implementation teams, join early 2027, and assume full ownership by mid-2027, ensuring reliable configurations, documentation, and agent support across shifts.