IT Administrator II- Genesys Cloud CX

POSITION DESCRIPTION:\n\nThe Genesys Cloud Administrator is responsible for the maintenance, monitoring, and optimization of the Genesys Cloud CX platform to ensure a reliable, high-quality experience for our contact center operations. This role supports multiple business teams by implementing routing logic, managing user profiles, monitoring system performance, and troubleshooting issues to maximize efficiency and customer satisfaction by utilizing the Genesys Cloud IVR platform. The ideal candidate is detail-oriented, understands contact center and IVR technologies, and can translate operational requirements into effective technical solutions.\n\nEDUCATION and/or EXPERIENCE\n\n2–4 years of experience administering Genesys Cloud.\nStrong understanding of call routing, IVR design, and ACD concepts.\nExperience with APIs, web services, and data actions is a plus.\nFamiliarity with workforce management, quality management, and omnichannel routing.\nStrong analytical and problem-solving skills.\nExcellent communication skills and ability to work cross-functionally.\n\nCERTIFICATES, LICENSES, REGISTRATIONS\n\nGenesys Cloud CX certifications (e.g., GCA, GCP, Architect Certification).\n\nQUALIFICATIONS\n\nStrategic planning skills, organizational skills, operating skills, and communication skills\nExperience with scripting, JSON, or low code integrations\nBackground in contact center operations or telecom administration\nProven experience creating and updating documentation to meet internal business needs.\nAbility to work with other departments to understand their project needs