Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
Genesys Cloud sits at the intersection of SaaS delivery and customer experience operations, where platform choices directly shape how companies support and retain users. An administrator role focused on Genesys Cloud CX reflects a mature, productised contact-center stack, with ongoing configuration and governance rather than one-off implementation work. In the SaaS ecosystem, this kind of platform ownership is increasingly central as omnichannel support becomes a core part of the subscription experience.
For a long-term SaaS career, the work builds durable capability in operating a multi-tenant cloud platform: managing roles and access, maintaining service reliability, and using reporting to drive operational decisions. The remit also touches integrations with systems like CRM, ServiceNow, and SSO, which maps closely to how modern SaaS organisations connect tooling across the customer lifecycle. Exposure to releases and enhancements provides a practical view of change management in continuously shipped software.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Description: The Genesys Cloud Administrator is responsible for the configuration, administration, and support of the Genesys Cloud CX platform to ensure a stable, secure, and optimized contact center experience.
Job Title: Genesys Cloud Administrator
Department & Team: Product Support Tools and Process Team
Reports to: Kim Anthony
Location: Ireland
Summary: The Genesys Cloud Administrator is responsible for the configuration, administration, and ongoing support of the Genesys Cloud CX platform. This role ensures the contact center environment is stable, scalable, secure, and optimized to meet business and customer experience needs. The administrator partners closely with Product, IT, Operations, and Support teams to deliver reliable omnichannel solutions and continuous platform improvements.
Key Responsibilities:
Administer Genesys Cloud CX users, roles, queues, skills, and routing
Configure IVRs and Architect call flows
Manage omnichannel capabilities (voice, chat, email, messaging)
Monitor platform performance and troubleshoot issues
Create and maintain reports, dashboards, and analytics
Support integrations with systems such as ServiceNow, CRM, and SSO
Partner with IT, Product, and Support teams on releases and enhancements
Qualifications
2+ years of experience with Genesys Cloud CX or similar contact center platform
Strong understanding of contact center operations and routing concepts
Experience with user management, security roles, and platform configuration
Strong problem-solving and communication skills
Preferred
Genesys Cloud certifications
Experience with Java, ServiceNow, CRM integrations, or APIs
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
