Genesys Cloud Administrator

Kforce has a client in North Salt Lake, UT that is in need of a Genesys Cloud Administrator with hands-on experience supporting, configuring, and enhancing a cloud-based contact center environment. This role will help support an ongoing transition from legacy/on-premises technologies to Genesys Cloud while taking ownership of day-to-day administration, routing configuration, integrations, and automation. The ideal candidate combines strong Genesys Cloud experience with a development and scripting mindset. While telephony knowledge is important, the primary focus is someone who can work hands-on with routing logic, APIs, integrations, and Genesys Architect.

Responsibilities:

• Build, modify, and maintain routing flows using Genesys Architect
• Develop and troubleshoot routing strategies, escalation paths, failover scenarios, and call-flow logic
• Support integrations between Genesys Cloud, internal applications, and legacy/on-premises systems
• Develop and maintain API-based integrations and automation workflows
• Use scripting and coding to improve contact center functionality and automate processes
• Support user provisioning, SSO configuration, and platform administration
• Troubleshoot Genesys Cloud, SIP, telephony, routing, and integration issues
• Support the continued migration of contact center capabilities from legacy/on-premises platforms to the cloud
• Maintain required emergency calling capabilities, including 911/E911
• Participate in a rotating on-call schedule with other team members
• 4+ years of relevant experience supporting contact center or communications technology
• Hands-on experience administering and configuring Genesys Cloud
• Experience with Genesys Architect, including building and modifying routing flows
• Strong coding and scripting background, with the ability to approach problems from a development and automation perspective
• Experience working with APIs and system integrations
• Strong understanding of routing logic, including call flows, escalation paths, failover scenarios, and routing strategies
• Experience supporting cloud-based contact center environments
• Working knowledge of SIP and telephony technologies
• Strong communication skills and ability to work across multiple technical and business teams

Highly Preferred:

• Experience with Genesys Cloud Integration Bridge (GCIB)
• Experience integrating cloud platforms with legacy or on-premises systems
• Experience supporting hybrid environments during a cloud migration
• Windows Server administration experience
• Experience working with Oracle databases
• Knowledge of 911/E911 requirements within enterprise telephony environments

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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