Genesys Cloud Administrator

RESPONSIBILITIES

Kforce has a client in North Salt Lake, UT that is in need of a Genesys Cloud Administrator with hands-on experience supporting, configuring, and enhancing a cloud-based contact center environment.

This role will help support an ongoing transition from legacy/on-premises technologies to Genesys Cloud while taking ownership of day-to-day administration, routing configuration, integrations, and automation.

The ideal candidate combines strong Genesys Cloud experience with a development and scripting mindset.

While telephony knowledge is important, the primary focus is someone who can work hands-on with routing logic, APIs, integrations, and Genesys Architect.

Responsibilities

• Build, modify, and maintain routing flows using Genesys Architect
• Develop and troubleshoot routing strategies, escalation paths, failover scenarios, and call-flow logic
• Support integrations between Genesys Cloud, internal applications, and legacy/on-premises systems
• Develop and maintain API-based integrations and automation workflows
• Use scripting and coding to improve contact center functionality and automate processes
• Support user provisioning, SSO configuration, and platform administration
• Troubleshoot Genesys Cloud, SIP, telephony, routing, and integration issues
• Support the continued migration of contact center capabilities from legacy/on-premises platforms to the cloud
• Maintain required emergency calling capabilities, including 911/E911
• Participate in a rotating on-call schedule with other team members

REQUIREMENTS

• 4+ years of relevant experience supporting contact center or communications technology
• Hands-on experience administering and configuring Genesys Cloud
• Experience with Genesys Architect, including building and modifying routing flows
• Strong coding and scripting background, with the ability to approach problems from a development and automation perspective
• Experience working with APIs and system integrations
• Strong understanding of routing logic, including call flows, escalation paths, failover scenarios, and routing strategies
• Experience supporting cloud-based contact center environments
• Working knowledge of SIP and telephony technologies
• Strong communication skills and ability to work across multiple technical and business teams

Highly Preferred

• Experience with Genesys Cloud Integration Bridge (GCIB)
• Experience integrating cloud platforms with legacy or on-premises systems
• Experience supporting hybrid environments during a cloud migration
• Windows Server administration experience
• Experience working with Oracle databases
• Knowledge of 911/E911 requirements within enterprise telephony environments