Glansa Associates Verified
Management Consulting, IT Services, Technology Consulting
Genesys Cloud Engineer
United StatesRemoteContractPosted 1 month ago
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Genesys Cloud CX Administrator / Support Engineer
Location: REMOTE, USA
Summary
The Genesys Cloud CX Administrator provides operational support, configuration, and day-to-day management of the Genesys Cloud CX platform. This role focuses on user and skill administration, IVR routing enhancements, end-user support, and timely resolution of incidents and service requests in alignment with defined SLAs and SLOs.
Key Responsibilities
- Create, configure, and maintain Genesys Cloud CX agents and skills
- Implement and support IVR routing changes and enhancements
- Troubleshoot Genesys Cloud CX issues for end users
- Provide end-user training and platform guidance
- Resolve incidents and service requests within established SLA and SLO targets
- Collaborate with operations and engineering teams to support platform stability and improvements
Qualifications
- Hands-on experience with Genesys Cloud CX administration and support
- Strong troubleshooting and customer service skills
- Experience supporting contact center users and routing configurations
- Ability to manage multiple requests in a fast-paced operational environment
