[Hiring] Genesys Cloud CX Administrator @Lone Wolf Technologies

Role Description

Lone Wolf Technologies is modernizing how we serve real estate customers across our support, sales, marketing, and finance teams. 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, and take over as the primary administrator for a contact center of about 220 users.

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
• Turning business requests into reliable, well-documented configuration changes

Qualifications

• 3+ years of hands-on Genesys Cloud CX (PureCloud) administration experience in a production contact center.
• Strong working knowledge of Genesys Cloud Architect, including inbound call flows, IVR, in-queue flows, data actions, data tables, and schedules.
• Experience managing users, roles and permissions, queues, skills, wrap-up codes, and ACD routing in Genesys Cloud.
• Experience supporting Genesys Cloud telephony (BYOC/SIP trunks, sites, number management, WebRTC) and troubleshooting call quality issues.
• Experience administering Genesys Cloud digital channels (email and SMS) and outbound dialer campaigns.
• Experience with Genesys Cloud performance dashboards, analytics views, and reporting.
• Experience working with Salesforce and Genesys integrations (CX Cloud or Genesys Cloud for Salesforce).
• Experience translating business requirements into scalable technical configurations.
• Strong troubleshooting, analytical, and documentation skills, with clear written and spoken English.
• Willingness to work a schedule that overlaps US business hours (including night shifts in Manila) and to support urgent production issues when needed.

Requirements

• Serve as the primary day-to-day administrator of Genesys Cloud CX for about 220 users.
• Own moves, adds, and changes (MACs) for users, roles, divisions, groups, queues, skills, schedules, wrap-up codes, and phones.
• Maintain Okta single sign-on (SSO) access.
• Build, update, and maintain Architect flows, including inbound call flows, IVR menus, in-queue flows, schedules, emergency routing, and data-table-driven routing.
• Maintain ACD routing across 30+ queues for various business units.
• Own the voice self-service bots after launch and tune intents, training phrases, and confidence thresholds.
• Administer digital and outbound channels, including Genesys email routing and SMS messaging.
• Administer the Salesforce integration (CX Cloud) with the EIS Salesforce team.
• Support telephony operations with the Telecom lead.
• Configure and maintain Workforce Engagement Management.
• Maintain the knowledge sources and AI configuration used by Agent Copilot and the self-service bots.
• Build and maintain performance views, dashboards, and scheduled reports.
• Monitor platform health, AI token consumption, licenses, and Genesys release notes.
• Follow EIS change management standards.
• Take part in knowledge transfer from Genesys Professional Services.
• Train and support supervisors and agents on new features and process changes.

Benefits

• Equal Opportunity Employer
• Support for parts of the hiring process using AI tools