Senior Genesys Cloud Administrator

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Senior Genesys Cloud Administrator India Role Overview: Own the stability, scalability, and evolution of a mission-critical cloud contact center platform that powers customer engagement across global operations. This role directly influences how efficiently support teams resolve issues, how seamlessly customers interact across channels, and how intelligently the platform leverages automation and AI. At Genesys, we are shaping the future of customer experience through empathy, innovation, and AI-driven solutions, giving you the opportunity to work on technology that impacts millions of interactions daily. You will operate at the intersection of platform engineering, customer experience, and business performance, partnering with Product, IT, and Operations leaders to drive measurable improvements. This position offers strong visibility into enterprise initiatives, exposure to advanced cloud technologies, and the opportunity to expand into architectural and strategic leadership. Key Responsibilities: Own end-to-end administration of the Genesys Cloud CX platform to ensure high availability, performance, and scalability across global contact center operations Design and optimize intelligent routing strategies, queues, and skill frameworks to improve customer experience and reduce resolution times Develop and enhance IVR and Architect call flows that increase self-service success rates and minimize escalation volumes Drive adoption and performance of omnichannel capabilities including voice, chat, email, and messaging to deliver seamless customer journeys Monitor platform health using analytics and observability tools, proactively identifying issues and resolving them before business impact occurs Build and maintain reporting dashboards that provide actionable insights into operational efficiency, customer behavior, and platform performance Lead integration efforts with enterprise systems such as ServiceNow, CRM platforms, and SSO solutions to enable unified workflows and data consistency Partner with cross-functional teams to deliver platform enhancements, support releases, and align technology capabilities with evolving business needs Implement AI-driven automations and workflow optimizations that improve engineer productivity and reduce manual effort Required Qualifications: 5+ years of experience administering Genesys Cloud CX or a comparable cloud contact center platform Strong understanding of contact center operations, including routing logic, workforce optimization, and omnichannel engagement Proven experience managing users, roles, permissions, and platform configurations in a secure and scalable environment Hands-on experience troubleshooting complex platform issues and driving root cause resolution Strong analytical and problem-solving skills with the ability to interpret operational data and translate insights into improvements Effective communication skills with experience collaborating across technical and non-technical stakeholders Candidate should be flexible to work between 1 PM to 10 PM IST Preferred Qualifications: Genesys Cloud certifications demonstrating platform expertise Experience with API integrations, particularly with ServiceNow, CRM systems, or identity providers Working knowledge of Java or similar programming languages for integration or automation use cases Exposure to AI, automation frameworks, or workflow optimization tools within contact center environments #LI-Remote #LI-GR1 Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
 Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.   This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.