Gensys CX3 Cloud Administrator

We are seeking an experienced Genesys Cloud Administrator to provide ongoing administration, configuration, user support, reporting, and operational backup for our contact center environment. This is a part-time contract role for a freelancer who can serve as a reliable extension of our internal team and help reduce single-person dependency. You will help maintain a stable, secure, and well-documented Genesys Cloud environment while supporting day-to-day operational needs, configuration changes, troubleshooting, and continuous improvement. Key Responsibilities Configure and maintain queues, skills, routing, call flows, schedules, and telephony settings Administer Genesys Cloud users, roles, permissions, divisions, and licenses Support phone numbers, call routing, DID management, and related telephony administration Troubleshoot agent, supervisor, queue, routing, and contact center performance issues Build and maintain reports, dashboards, and operational metrics for leadership and support teams Assist with configuration changes, testing, release validation, and post-change support Document admin procedures, routing logic, support runbooks, and environment standards Coordinate with internal IT staff, business stakeholders, carriers, and third-party vendors as needed Recommend improvements for reliability, security, least-privilege access, and platform supportability Required Qualifications Proven hands-on experience administering Genesys Cloud Strong understanding of roles, permissions, licensing, queues, skills, routing, and telephony administration Experience supporting production contact center operations and end users Ability to troubleshoot independently and communicate clearly with technical and non-technical stakeholders Strong documentation and change management discipline Availability for regular overlap with U.S. business hours, preferably Pacific Time Preferred Qualifications Experience with Architect, IVR/call flow design, and contact center routing optimization Experience with Salesforce or other CRM/contact center integrations Experience in healthcare or other regulated environments Familiarity with audit readiness, access reviews, and least-privilege administration Experience serving as backup support for an internal applications or contact center lead