Senior Remote Genesys Cloud CX Admin – IVR & Integrations

Insight Global

Florida

Hybrid

USD 85,000 - 92,000

Full time

35 hours ago

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Benefits offered by this job

401K

Medical

Dental

Vision Benefits

Job summary

Insight Global is seeking a Remote Contact Center System Administrator to support and optimize a large-scale contact center environment. You will administer Genesys Cloud CX, develop IVRs and call flows, and drive automation and platform integrations to enhance customer experiences.

You will handle complex configurations, deployments, and escalations while partnering with IT, business stakeholders, and vendors.

Qualifications

5+ years administering contact center or unified communications technologies.
Strong experience with Genesys Cloud CX (or similar platforms such as NICE CXone, Five9, Avaya, Amazon Connect).
Hands‑on experience designing, building, and supporting IVRs, call flows, routing logic, workflows, bot automation, AI‑enabled solutions, and platform integrations.
Experience managing telephony vendors, licensing, and platform configurations.
Ability to troubleshoot and resolve complex contact center and telephony issues.

Responsibilities

Build and maintain contact flows, call routing, IVRs, and workflows.
Configure and support Genesys Cloud CX and related technologies.
Manage platform enhancements, deployments, and integrations.
Troubleshoot advanced telephony and contact center issues.
Partner with vendors and internal stakeholders on new capabilities and improvements.
Support AI, automation, and customer experience initiatives.
Mentor junior team members and provide technical guidance.