Genesys Cloud Contact Center Admin

Roles & Responsibilities for Genesys cloud contact centre Admin

• Configure users roles permissions queues skills routing profiles and groups.
• Create and maintain inbound/outbound call flows using Architect.
• Configure IVR ACD call routing schedules and emergency routing.
• Monitor platform health voice services and contact center performance.
• Manage integrations with CRM platforms and third-party applications.
• Create and maintain reports dashboards and analytics.
• Troubleshoot voice telephony and contact center issues.
• Support platform upgrades testing and change management activities.
• Work with business stakeholders to implement new contact center requirements.

Required Skills

• Hands-on experience with Genesys Cloud CX Administration.
• Strong understanding of IVR ACD Routing Queues and Workforce Engagement.
• Knowledge of SIP VoIP WebRTC and telephony concepts.
• Experience with reporting and analytics in Genesys Cloud.
• Basic understanding of APIs and integrations.

Preferred Skills

• Genesys Cloud CX certifications.
• Experience integrating Genesys Cloud with Microsoft Teams Salesforce ServiceNow or CRM platforms.
• Knowledge of contact center best practices and customer experience workflows.