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 business-hours logic.
- Own the voice self-service bots after launch: tune intents, training phrases, confidence thresholds, fallbacks and agent hand-off using Genesys bot optimization tools, and extend the bots to new topics (for example, e-signature help, forms and account setup) by reusing the patterns built with Genesys Professional Services.
- Administer digital and outbound channels, including Genesys email routing, SMS messaging and notification templates, outbound dialer campaigns and contact lists, and the data actions that send customers SMS and email links.
- Administer the Salesforce integration (CX Cloud) with the EIS Salesforce team, including screen pops, call logging, case creation, routing of Salesforce chats through Genesys, and chat-to-phone handoffs in which the Salesforce Case holding the chat transcript pops for the agent who answers.
- Support telephony operations with the Telecom lead, including Zoom carrier/BYOC trunks, sites, DIDs and number porting, E911 locations, SMS number registration, WebRTC phones, call quality and recording policies, and the Microsoft Teams and Zoom Phone integrations.
- Configure and maintain Workforce Engagement Management, including WFM forecasting and scheduling for calls and routed chats, quality evaluation forms and policies, and Supervisor AI and Agent Copilot settings.
- Maintain the knowledge sources and AI configuration used by Agent Copilot and the self-service bots, including the Salesforce Knowledge and SharePoint connectors, working with knowledge owners to keep content accurate and monitoring answer quality.
- Build and maintain performance views, dashboards and scheduled reports for supervisors and leadership, and support data exports to the reporting team.
- Monitor platform health, AI token consumption, licenses and Genesys release notes; triage issues, troubleshoot agent and call problems, and manage cases with Genesys Support and the Technical Account Manager.
- Follow EIS change management standards: work from Jira tickets, build and test changes in the sandbox (development) org before promoting them to production, and keep configuration documentation, runbooks and admin procedures current.
- Take part in knowledge transfer from Genesys Professional Services and the implementation administrators, including post-launch bot performance reviews and train-the-trainer sessions, so you are ready to run the platform independently by mid-2027.
- Train and support supervisors and agents on new features and process changes, and provide coverage aligned with US contact center operating hours.
REQUIREMENTS:
- 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.
Preferred Qualifications
- Genesys Cloud CX certification (e.g., Genesys Cloud CX: Professional or Developer) or equivalent demonstrated expertise.
- Hands-on experience building or tuning Genesys Cloud voice bot flows (intents, slots, training phrases, knowledge answers and agent hand-off); strongly preferred.
- Experience with Genesys WEM: Workforce Management, Quality Management, and Speech and Text Analytics.
- Experience with Genesys AI features such as Agent Copilot, Supervisor AI, Genesys Knowledge and knowledge connectors (e.g., Salesforce Knowledge, SharePoint), and AI Studio.
- Experience with Genesys Cloud sandbox orgs and promoting configuration between orgs (e.g., CX as Code or Archy), and with Okta or other SAML single sign-on.
- Experience with Microsoft Teams or Zoom Phone integrations with Genesys Cloud.
- Experience with Salesforce administration, Jira and Confluence.
- Experience supporting a multi-department contact center (Support, Sales, Marketing, Finance/Collections) in a SaaS environment.
- Experience taking over a platform after implementation, including knowledge transfer from a Professional Services team.
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
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