Lead Genesys Admin

INSPYR Solutions; Dallas (TX); Remote; USD 96,000 - 165,000; Full time

Benefits offered by this job

Medical benefits

Competitive pay

401(k) retirement plan

Job summary

INSPYR Solutions is seeking a Lead Genesys Admin for a remote, nine-month engagement to implement and administer a Genesys Cloud CX platform supporting about 220 users. You will drive the project with Genesys Professional Services from discovery to go-live and hypercare.

You will configure Architect call flows, IVR, queues, and routing; integrate with Salesforce including Omni-Channel and case routing; and implement Workforce Engagement Management, Agent Copilot, virtual agents, and AI-powered

Qualifications

• Strong hands-on Genesys Cloud CX administration and implementation experience.
• Advanced Genesys Architect experience (IVR, call flows, queues, routing).
• Experience with Genesys and Salesforce integrations.
• Experience with WFM, quality management, and speech/text analytics.

Responsibilities

• Lead the implementation and ongoing administration of a Genesys Cloud CX platform for ~220 users.
• Partner with Genesys Professional Services from discovery through go-live and hypercare.
• Configure Genesys Architect call flows, IVR, queues, skills-based routing, data tables, schedules, and callbacks.

Skills

Genesys Cloud CX administration

Genesys Architect

Salesforce integration

WFM

Agent Copilot / AI capabilities

BYOC / E911 knowledge

UAT / production cutovers

Tools

Okta SSO

Zoom BYOC

Job description

Title: Lead Genesys Admin

Location: Remote

Duration: 9 Months

Work Requirements: U.S. Citizen, GC Holders, or Authorized to Work in the U.S.

Key Responsibilities

• Lead the implementation and ongoing administration of a new Genesys Cloud CX platform supporting approximately 220 users.
• Partner with Genesys Professional Services to build and configure the platform from discovery through go-live and hypercare.
• Configure Genesys Architect call flows, IVR, queues, skills-based routing, data tables, schedules, and callbacks.
• Support Genesys CX Cloud integration with Salesforce, including Omni-Channel, screen pops, and case routing.
• Implement and support Workforce Engagement Management (WEM), Agent Copilot, virtual agents, and AI-powered capabilities.
• Manage platform health, troubleshooting, production changes, and knowledge transfer to the long-term administration team.

Required Skills

• Strong hands-on Genesys Cloud CX administration and implementation experience.
• Advanced Genesys Architect experience, including IVR, call flows, queues, and routing configurations.
• Experience with Genesys and Salesforce integrations.
• Experience with WFM, quality management, and speech/text analytics.
• Knowledge of Genesys AI capabilities, including Agent Copilot, virtual agents, or bot flows.
• Understanding of BYOC telephony, number porting, and E911.
• Experience supporting UAT, production cutovers, and hypercare.

Nice-to-Have Skills

• Genesys Cloud certifications.
• Experience building a Genesys Cloud environment from scratch.
• Okta SSO and Zoom BYOC experience.
• Experience with AI-powered contact center automation and knowledge integrations.

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a leading global expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our tailored offerings include a wide variety of professional services, project solutions, managed services, and talent resources, all bolstered by our strategic partnerships with cutting-edge technology services. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at www.inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status. INSPYR Solutions complies with all applicable laws governing nondiscrimination in employment in every location in which the company has facilities.

Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions' Privacy Policy and INSPYR Solutions' AI and Automated Employment Decision Tool Policy: https://www.inspyrsolutions.com/policies/. By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.