Roles & Responsibilities for Genesys cloud contact centre Admin

- Configure users, roles, permissions, queues, skills, routing profiles, and groups.
- Create and maintain inbound/outbound call flows using Architect.
- Configure IVR, ACD, call routing, schedules, and emergency routing.
- Monitor platform health, voice services, and contact center performance.
- Manage integrations with CRM platforms and third-party applications.
- Create and maintain reports, dashboards, and analytics.
- Troubleshoot voice, telephony, and contact center issues.
- Support platform upgrades, testing, and change management activities.
- Work with business stakeholders to implement current contact center requirements.

Required Skills




- Hands-on experience with Genesys Cloud CX Administration.
- Strong understanding of IVR, ACD, Routing, Queues, and Workforce Engagement.
- Knowledge of SIP, VoIP, WebRTC, and telephony concepts.
- Experience with reporting and analytics in Genesys Cloud.
- Basic understanding of APIs and integrations.

Preferred Skills
- Genesys Cloud CX certifications.
- Experience integrating Genesys Cloud with Microsoft Teams, Salesforce, ServiceNow, or CRM platforms.
- Knowledge of contact center best practices and customer experience workflows.

📌 Genesys Cloud Contact Center Admin (Bengaluru)
🏢 TalentOla
📍 Bengaluru