Genesys Cloud Administrator

About the Role

We are seeking a Genesys Cloud Administrator to own and manage our contact center and telephony infrastructure on a day-to-day basis. This role is responsible for the administration, configuration, and troubleshooting of our Genesys Cloud CX contact center platform, its CTI integration with Salesforce (Litify), and our Invoca call tracking system. Our environment processes approximately 200+ inbound calls per day across multiple office lines, with call data flowing through Invoca for marketing attribution, Genesys Cloud CX for call routing and agent management, and Salesforce/Litify as our CRM and legal case management platform.

• Genesys Cloud CX Platform Administration:
  Manage day-to-day Genesys Cloud CX configuration including queues, skills, routing policies, and agent assignments; build, modify, and maintain Architect IVR call flows, schedules, and routing logic; configure and manage DIDs, phone number assignments, and call forwarding rules; monitor real-time and historical contact center metrics (queue wait times, agent utilization, call volumes); administer wrap-up codes, dispositions, and after-call work configurations; manage user accounts, roles, permissions, and agent licensing within Genesys Cloud CX;
  
  troubleshoot call quality issues, dropped calls, and routing failures; manage workforce engagement features including scheduling and adherence monitoring.
• Genesys CTI & Salesforce Integration:
  Administer the Genesys Cloud for Salesforce CTI adapter (purecloud managed package), ensuring reliable call logging and screen pop functionality; configure and maintain Activity Attribute field mappings between Genesys call properties (call.ani, call.called number, call.conversation
  
  Id, etc.) and Salesforce Task fields; expand CTI data capture by mapping additional Genesys interaction attributes (queue name, IVR time, ACD time, agent notes, wrap-up codes) to custom Salesforce fields; ensure call records (Tasks) are properly linked to Contacts and Intake records in Litify; troubleshoot CTI issues including failed screen pops, missing call logs, incorrect field mappings, and agent softphone connectivity;
  
  work with Salesforce administrators to build automations (Flows/Triggers) that enrich Intake and Contact records with call data.
• Invoca Call Tracking Integration:
  Manage the Invoca-to-Genesys call routing configuration, including tracking number assignments and ring-to destinations; ensure UTM and marketing attribution data flows accurately from Invoca through to Salesforce Intake records; troubleshoot discrepancies between Invoca call data and Salesforce records; coordinate with marketing on tracking number provisioning, campaign setup, and promo number descriptions; monitor Invoca webhook deliveries and integration health.
• Internal Support & Tickets:
  Serve as the primary point of contact for all phone system and contact center related tickets; respond to agent-reported issues (softphone problems, call transfer failures, login issues, audio quality); handle requests for new queue creation, IVR changes, schedule modifications, and routing adjustments; onboard new agents into Genesys Cloud CX and configure their CTI softphone setup in Salesforce; document system configurations, procedures, and troubleshooting guides.

• 7+ years of hands-on experience administering Genesys Cloud CX (formerly Pure Cloud), including Architect IVR flows, queue management, ACD routing, and workforce engagement features
• 2+ years of experience configuring and troubleshooting Genesys CTI integrations with Salesforce, including the Genesys Cloud for Salesforce managed package (purecloud), Activity Attribute mappings, Interaction Attribute screen pops, and call activity logging
• 2+ years of experience with Salesforce administration, including custom objects, custom fields, Flows, and managed package configuration
• Working knowledge of Invoca or similar call tracking platforms (Call Rail, Marchex, Dialog Tech)
• Understanding of telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and call recording
• Experience with Salesforce Task/Activity record…