Accountabilities:
Own the end-to-end administration of the Genesys Cloud CX platform, ensuring high availability, scalability, and performance across global contact center operations.
Design, configure, and optimize routing strategies, queues, and skill-based frameworks to improve customer experience and operational efficiency.
Develop and maintain IVR and Architect call flows to enhance self-service capabilities and reduce escalation rates.
Manage omnichannel engagement capabilities across voice, chat, email, and messaging to ensure seamless customer journeys.
Monitor platform health using analytics and observability tools, proactively identifying and resolving issues before they impact operations.
Build dashboards and reporting systems to provide actionable insights into performance, customer behavior, and operational efficiency.
Lead integrations with enterprise systems such as CRM platforms, ServiceNow, and identity management systems to ensure unified workflows.
Collaborate with cross-functional teams to support platform enhancements, releases, and ongoing system improvements.
Implement automation and AI-driven workflows to improve productivity and reduce manual operational effort.
Requirements:
5+ years of experience administering Genesys Cloud CX or similar cloud contact center platforms.
Strong understanding of contact center operations, including routing logic, omnichannel engagement, and workforce optimization principles.
Hands-on experience with platform configuration, including user roles, permissions, and system administration in enterprise environments.
Proven ability to troubleshoot complex technical issues and drive root cause analysis to resolution.
Strong analytical mindset with the ability to interpret operational data and translate insights into improvements.
Experience working with APIs and integrating systems such as CRM platforms, ServiceNow, or identity providers is highly desirable.
Familiarity with automation tools, AI-driven workflows, or contact center optimization technologies is a plus.
Basic programming knowledge (e.g., Java or similar) is advantageous for integration and automation use cases.
Strong communication skills with the ability to collaborate across technical and non-technical stakeholders.
Flexibility to work in a 1 PM to 10 PM IST shift schedule.
Genesys Cloud certifications are a strong plus.
Benefits:
Opportunity to work on a global-scale, enterprise contact center platform impacting thousands of organizations worldwide.
Exposure to advanced cloud technologies, AI-driven customer experience solutions, and modern automation frameworks.
Flexible-first remote working environment based in India.
Strong focus on learning and professional growth through mentorship and development programs.
Opportunity to work in a highly collaborative, cross-functional global team.
Involvement in high-impact projects that directly influence customer experience and operational performance.
Access to innovative tools and technologies in the evolving AI-powered CX ecosystem.
Structured environment supporting career progression into advanced engineering or architectural roles.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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