Genesys Cloud CX

Role Description:

We are seeking a highly experienced System Administrator to support and manage Genesys PureCloud (Cloud CX) contact center infrastructure. The role involves end-to-end responsibility for incident resolution, system configuration, advanced IVR call flow design, integration tasks, and migration activities.

Key Responsibilities:

• Support Genesys applications for contact centers in English, French, and German.
• Manage inbound call queues and support changes in call routing/schedules.
• Perform incident, service request, change, and problem management.
• Provide L2/L3 support for Genesys PureCloud (Move/Add/Change/Delete activities).
• Troubleshoot inbound/outbound calling issues, IVR call flows, and SIP trunk issues.
• Develop, test, and integrate new tasks and services.
• Create and maintain knowledge base articles.
• Coordinate with vendors and service providers.
• Handle DID additions/removals.
• Architect complex IVR call flows, perform API integrations, script debugging, and migrate from Cisco to Genesys (BYOC setup).
• Integrate CRM (Salesforce) with CTI and troubleshoot related issues.
• Perform SIP trunk setup, edge log analysis, and outbound campaign dialing configuration.
• Design complex IVR logic using data tables and data actions.
• Enhance end-user and customer experience through proactive administration.

Experience Required:

• 10+ years of relevant experience in Genesys contact center environments.
• Strong hands-on experience with Genesys PureCloud, IVR scripting, API integration, and SIP trunking.
• Experience managing large-scale contact center operations and enterprise user environments.