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Roles and responsibilities

This article describes the roles required for setup and operation of Genesys Cloud.

Customer roles

  • Architect/Call Flow Administrator — Responsible for constructing call flows using Architect.
  • Business Champion — Provides resources and funding for the implementation, removes organizational roadblocks, and articulates the business vision during project implementation.
  • Contact Center Manager — Responsible for configuring and running contact center activities such as outbound dialing campaigns, scripts, quality evaluations, and workforce management schedules.
  • Contact Center Agent — Performs inbound and outbound customer interactions by phone, email, or chat. Responsible for joining queues, annotating recordings, viewing evaluations, and assigning wrap-up codes.
  • Contact Center Supervisor — Acts in a managerial role to the agents and handles such responsibilities as managing queues, generating reports, managing wrap-up codes and canned responses, viewing performance data, and reviewing call recordings.
  • Designated Support Contact — Acts as the liaison between the customer and Genesys Cloud Support. Responsibilities include maintaining a general understanding of Genesys Cloud services and participate in support ticket troubleshooting.
  • Infrastructure Expert — Acts as point of contact for any LAN/WAN/telecom-related activities during project implementation.
  • Project Manager — Acts as a point of contact for resource management, logistics coordination, and internal communications management during project implementation.
  • Genesys Cloud Administrator — Responsible for daily operation, user and group administration, configuration changes, usage policies, and collection of materials needed by Genesys Cloud Support like conversation IDs or console logs.
  • Genesys Cloud Developer — Responsible for creating applications that use the Genesys Cloud APIs or integration capabilities. Familiar with web programming and REST APIs.

Genesys Cloud roles

  • Customer Success Manager — Responsible for the customer relationship and alignment of ongoing initiatives of Genesys product lines.
  • Genesys Project Manager — Acts as the primary point of contact and is responsible for leading the Professional Services team delivering the Genesys Cloud deployment. The Project Manager leads a team of technical consultants. This team helps deploy your platform to meet your desired business outcomes.
  • Pre-Sales Engineer — Responsible for assisting customers with the technical evaluation of Genesys product lines.
  • Technical Account Manager (TAM) — Acts as a trusted adviser to ensure that Genesys Cloud services are meeting or exceeding customer needs and expectations when customers purchase .  For more information, see the .