Genesys Cloud Engineer

Glansa Associates; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A technology solutions firm is seeking a Genesys Cloud CX Administrator / Support Engineer to provide operational support and day-to-day management of the Genesys Cloud CX platform. The role involves user administration, IVR routing enhancements, and end-user support, ensuring timely resolution of incidents per defined SLAs. The ideal candidate will have experience in Genesys Cloud CX administration and strong troubleshooting skills, ready to thrive in a fast-paced environment.

Qualifications

• Hands-on experience with Genesys Cloud CX administration and support.
• Strong troubleshooting and customer service skills.
• Experience supporting contact center users and routing configurations.

Responsibilities

• Create, configure, and maintain Genesys Cloud CX agents and skills.
• Implement and support IVR routing changes and enhancements.
• Troubleshoot Genesys Cloud CX issues for end users.
• Provide end-user training and platform guidance.

Skills

Genesys Cloud CX administration

Troubleshooting skills

Customer service skills

Contact center support

Job description

Job Title: Genesys Cloud CX Administrator / Support Engineer

Location: REMOTE, USA

Summary

The Genesys Cloud CX Administrator provides operational support, configuration, and day‑to‑day management of the Genesys Cloud CX platform. This role focuses on user and skill administration, IVR routing enhancements, end‑user support, and timely resolution of incidents and service requests in alignment with defined SLAs and SLOs.

Key Responsibilities

• Create, configure, and maintain Genesys Cloud CX agents and skills
• Implement and support IVR routing changes and enhancements
• Troubleshoot Genesys Cloud CX issues for end users
• Provide end‑user training and platform guidance
• Resolve incidents and service requests within established SLA and SLO targets
• Collaborate with operations and engineering teams to support platform stability and improvements

Qualifications

• Hands‑on experience with Genesys Cloud CX administration and support
• Strong troubleshooting and customer service skills
• Experience supporting contact center users and routing configurations
• Ability to manage multiple requests in a fast‑paced operational environment