Genesys Cloud CX Administrator

🔥 8 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🖥️ Administration

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Lone Wolf Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

💼 Consulting

🏠 Real Estate

☁️ SaaS

Consulting • Real Estate • SaaS

Lone Wolf Technologies is a leading provider of software solutions for the real estate industry. Their platform, known as the Lone Wolf Foundation, is an end-to-end solution designed to help real estate professionals like agents, brokers, and MLSs manage various aspects of their business efficiently. The company's product offerings include digital advertising, analytics, back office tools, CRM, eSignature, intranet, and more, all aimed at optimizing transaction workflows, client interactions, and business management. Lone Wolf Technologies focuses on integrating digital tools to enhance the operational efficiency of real estate practitioners across North America.

📋 Description

• Serve as the primary day-to-day administrator of Genesys Cloud CX for approximately 220 users • Own user, role, division, group, queue, skill, schedule, wrap-up code and phone changes, plus Okta SSO access • Build and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows, callbacks, schedules, emergency routing and data-table-driven routing • Maintain ACD routing across 30+ queues, including skills-based routing, queue priorities, overflow and business-hours logic • Own and optimize voice self-service bots, including intents, training phrases, confidence thresholds, fallbacks and agent hand-off • Administer Genesys email routing, SMS messaging, notification templates, outbound dialer campaigns and contact lists • Administer the Salesforce CX Cloud integration, including screen pops, call logging, case creation, Salesforce chat routing and chat-to-phone handoffs • Support telephony operations, including Zoom carrier/BYOC trunks, sites, DIDs, number porting, E911 locations, SMS registration, WebRTC phones and call quality policies • Configure Workforce Engagement Management, including WFM forecasting and scheduling, quality evaluation forms and Supervisor AI and Agent Copilot settings • Maintain Salesforce Knowledge and SharePoint connectors and AI configuration; monitor answer quality • Build performance views, dashboards and scheduled reports and support reporting data exports • Monitor platform health, AI token consumption, licenses and release notes; troubleshoot issues and manage Genesys Support cases • Follow Jira-based change management, test changes in sandbox and maintain documentation, runbooks and procedures • Participate in knowledge transfer, bot performance reviews and train-the-trainer sessions • Train and support supervisors and agents and provide coverage aligned with US contact center operating hours

🎯 Requirements

• 3+ years of hands-on Genesys Cloud CX (PureCloud) administration experience 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, including BYOC/SIP trunks, sites, number management, WebRTC and troubleshooting call quality issues • Experience administering Genesys Cloud digital channels, including email and SMS, and outbound dialer campaigns • Experience with Genesys Cloud performance dashboards, analytics views and reporting • Experience working with Salesforce and Genesys integrations, including CX Cloud or Genesys Cloud for Salesforce • Experience translating business requirements into scalable technical configurations • Strong troubleshooting, analytical and documentation skills • Clear written and spoken English • Willingness to work a schedule overlapping US business hours, including night shifts in Manila • Willingness to support urgent production issues when needed

🏖️ Benefits

• Full-time employment • Equal Opportunity Employer

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