Genysys Cloud Administrator

Position : Genesys Cloud Administrator

Our client is a Series A healthcare technology company focused on expanding access to insurance-covered care for chronic conditions. Their current focus is at-home Virtual Reality Cognitive Behavioral Therapy programs that help individuals manage chronic pain, stress, anxiety, and related conditions. Their go-to-market motion is phone-led, metrics-driven, and built for fast learning cycles.

Role Overview:

We're seeking an experienced Genesys Cloud administrator to join our team and optimize our contact center operations. You'll take ownership of our Genesys architecture, designing and implementing sophisticated call management strategies that balance outbound and inbound priorities while maximizing campaign effectiveness. This is an ideal opportunity for a Genesys expert who combines deep technical expertise with strong analytical capabilities.

Key Responsibilities:

● Design and modify Genesys Cloud backend architecture and workflows to support complex call center operations
● Develop and optimize IVR configurations to improve customer experience and routing efficiency
● Build and configure multiple outbound and inbound campaign types within Genesys Cloud
● Establish and refine call cadences based on data-driven insights, testing different approaches to improve contact rates and conversion
● Implement intelligent call routing rules that prioritize inbound calls into designated queues while effectively managing outbound call volumes
● Analyze contact lists and lead databases to ensure proper prioritization and sequencing based on business rules and campaign objectives
● Extract, analyze, and interpret call center data to identify patterns, inefficiencies, and opportunities for improvement
● Generate actionable recommendations for cadence optimization, queue management, and resource allocation
● Collaborate with team members to implement technical solutions and monitor performance metrics
● Maintain comprehensive documentation of system configurations and changes


Required Qualifications

● Proven expertise with Genesys Cloud platform (architect-level experience preferred)
● Demonstrated experience building and managing multiple campaigns in Genesys
● Strong knowledge of IVR design and workflow architecture
● Hands-on experience configuring call routing, queuing strategies, and inbound/outbound prioritization
● Advanced analytical skills with ability to translate data into strategic recommendations
● Proficiency with data analysis tools and SQL (or equivalent query languages)
● Understanding of contact center operations and best practices
● Excellent communication skills and ability to document technical solutions


Preferred Qualifications

● Genesys Cloud certification(s)
● Experience with contact center analytics platforms
● Background in campaign optimization and performance tuning
● Familiarity with workforce management (WFM) systems
● Experience with CRM or outbound dialing platforms


What We're Looking For

Beyond technical skills, we need someone who is intellectually curious about operational efficiency. You should be comfortable diving deep into data, asking the right questions, and providing strategic recommendations that improve both our contact rates and customer experience. Your analytical mindset will be just as valuable as your Genesys configuration expertise.