Senior Genesys Cloud Administrator in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Genesys Cloud Administrator based in India.

This role sits at the core of a global cloud contact center ecosystem, ensuring the stability, performance, and continuous evolution of a mission-critical platform that powers customer interactions at enterprise scale. You will be responsible for administering and optimizing a Genesys Cloud CX environment that directly impacts how customers are served across voice, chat, email, and messaging channels. The position blends platform administration, contact center engineering, and operational analytics to enhance both customer experience and business efficiency. You will work closely with cross-functional teams including IT, Product, and Operations to improve routing strategies, automate workflows, and integrate enterprise systems. This is a high-visibility role where your work influences customer satisfaction, resolution speed, and overall service quality. It is ideal for someone who enjoys solving complex operational challenges and driving continuous improvement in cloud-based customer engagement platforms.

• Own the end-to-end administration of the Genesys Cloud CX platform, ensuring high availability, scalability, and performance across global contact center operations.
• Design, configure, and optimize routing strategies, queues, and skill-based frameworks to improve customer experience and operational efficiency.
• Develop and maintain IVR and Architect call flows to enhance self-service capabilities and reduce escalation rates.
• Manage omnichannel engagement capabilities across voice, chat, email, and messaging to ensure seamless customer journeys.
• Monitor platform health using analytics and observability tools, proactively identifying and resolving issues before they impact operations.
• Build dashboards and reporting systems to provide actionable insights into performance, customer behavior, and operational efficiency.
• Lead integrations with enterprise systems such as CRM platforms, ServiceNow, and identity management systems to ensure unified workflows.
• Collaborate with cross-functional teams to support platform enhancements, releases, and ongoing system improvements.
• Implement automation and AI-driven workflows to improve productivity and reduce manual operational effort.

• 5+ years of experience administering Genesys Cloud CX or similar cloud contact center platforms.
• Strong understanding of contact center operations, including routing logic, omnichannel engagement, and workforce optimization principles.
• Hands-on experience with platform configuration, including user roles, permissions, and system administration in enterprise environments.
• Proven ability to troubleshoot complex technical issues and drive root cause analysis to resolution.
• Strong analytical mindset with the ability to interpret operational data and translate insights into improvements.
• Experience working with APIs and integrating systems such as CRM platforms, ServiceNow, or identity providers is highly desirable.
• Familiarity with automation tools, AI-driven workflows, or contact center optimization technologies is a plus.
• Basic programming knowledge (e.g., Java or similar) is advantageous for integration and automation use cases.
• Strong communication skills with the ability to collaborate across technical and non-technical stakeholders.
• Flexibility to work in a 1 PM to 10 PM IST shift schedule.
• Genesys Cloud certifications are a strong plus.

• Opportunity to work on a global-scale, enterprise contact center platform impacting thousands of organizations worldwide.
• Exposure to advanced cloud technologies, AI-driven customer experience solutions, and modern automation frameworks.
• Flexible-first remote working environment based in India.
• Strong focus on learning and professional growth through mentorship and development programs.
• Opportunity to work in a highly collaborative, cross-functional global team.
• Involvement in high-impact projects that directly influence customer experience and operational performance.
• Access to innovative tools and technologies in the evolving AI-powered CX ecosystem.
• Structured environment supporting career progression into advanced engineering or architectural roles.