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 is centered on managing and optimizing a mission-critical cloud contact center platform that supports large-scale customer engagement operations across global markets. You will be responsible for ensuring platform stability, performance, and scalability while continuously improving routing strategies, omnichannel experiences, and automation capabilities. The position plays a key role in shaping how customers interact across voice and digital channels by enhancing IVR flows, routing logic, and workflow efficiency. You will collaborate closely with cross-functional teams including product, IT, and operations to deliver seamless integrations and data-driven improvements. The environment is highly collaborative and enterprise-scale, with strong exposure to advanced cloud, AI, and contact center technologies. This is a high-impact role where your work directly influences customer experience quality, operational efficiency, and platform reliability.

• Own end-to-end administration of the Genesys Cloud CX platform, ensuring high availability, scalability, and optimal performance across global contact center operations.
• Design, configure, and optimize routing strategies, queues, and workforce assignment logic to enhance customer experience and operational efficiency.
• Develop and maintain IVR systems and Architect call flows to improve self-service adoption and reduce escalation rates.
• Manage omnichannel capabilities including voice, chat, email, and messaging to ensure seamless customer journeys.
• Monitor system performance and platform health using analytics and observability tools, proactively resolving issues before they impact operations.
• Build dashboards and reporting frameworks to deliver actionable insights on customer interactions and operational KPIs.
• Lead integration initiatives with enterprise systems such as CRM platforms, ServiceNow, and identity management tools.
• Collaborate with cross-functional teams to implement platform enhancements, release updates, and continuous improvements.
• Drive automation and AI-enabled workflow optimization to improve platform efficiency and reduce manual intervention.

Requirements:

• 5+ years of experience administering Genesys Cloud CX or similar cloud-based contact center platforms.
• Strong understanding of contact center operations, including routing, omnichannel engagement, and workforce optimization principles.
• Hands-on experience managing platform configurations such as users, roles, permissions, and security settings.
• Proven ability to troubleshoot complex system issues and perform root cause analysis in production environments.
• Strong analytical skills with the ability to interpret operational data and translate insights into actionable improvements.
• Experience integrating platforms with enterprise tools such as CRM systems, ServiceNow, or SSO/identity providers.
• Familiarity with API integrations and automation workflows; basic programming knowledge (Java or similar) is a plus.
• Exposure to AI-driven automation or workflow optimization in contact center environments is preferred.
• Strong communication and stakeholder management skills across technical and non-technical teams.
• Flexibility to work aligned to IST afternoon/evening shifts as required.

Benefits:

• Competitive compensation aligned with senior cloud administration and contact center engineering roles in India.
• Remote-friendly work setup with flexible working arrangements.
• Opportunity to work on large-scale, enterprise-grade customer experience platforms.
• Exposure to advanced AI-driven contact center technologies and automation initiatives.
• Learning and certification support for Genesys Cloud and related technologies.
• Collaborative, global work environment with cross-functional engagement.
• Strong focus on innovation, ownership, and continuous improvement.