Genesys Cloud CX Administrator

Job Summary:

Lone Wolf Technologies is modernizing how we serve real estate customers across our support, sales, marketing and finance teams. As part of that work, we are moving our contact center to Genesys Cloud CX, including voice, email and SMS routing; outbound dialing and notifications; Salesforce integration through CX Cloud, with customer chat remaining in Salesforce; Zoom as our carrier; Microsoft Teams and Zoom Phone integration; AI-assisted agent and supervisor tools (Agent Copilot and Supervisor AI); voice self-service bots; and workforce engagement management (WFM and quality management). Customer Support goes live in early 2027, followed by Sales/BDR, Marketing, Finance/AR and other business units in a second phase in spring 2027.

We are seeking an experienced Genesys Cloud CX Administrator, based in Manila, Philippines, to become the long-term owner of the platform’s day-to-day administration. You will join in early 2027, shortly after Support go-live, work side by side with our implementation administrators and Genesys Professional Services through the second phase, and then, from mid-2027, take over as the primary administrator for a contact center of about 220 users, including ownership of our voice self-service bots.

Reporting to the EIS Engineering Manager, this is a hands-on role for someone who has administered Genesys Cloud CX in a production environment. The ideal candidate is comfortable with routing and Architect flows (including bot flows), user and queue management, telephony troubleshooting and reporting, and can turn business requests into reliable, well-documented configuration changes.

ESSENTIAL RESPONSIBILITIES & DUTIES:

• Serve as the primary day-to-day administrator of Genesys Cloud CX for about 220 users, owning moves, adds and changes (MACs) for users, roles, divisions, groups, queues, skills, schedules, wrap-up codes and phones, and maintaining Okta single sign-on (SSO) access.
• Build, update and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows (callbacks and scheduled callbacks), schedules, emergency routing, and data-table-driven routing across our 26 products.
• Maintain ACD routing across 30+ queues for Support, Sales/BDR, Marketing, Finance/AR and other business units, including skills-based routing, queue priorities, overflow and bus...

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