Senior Genesys Cloud Administrator

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

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 r