Senior Genesys Solutions Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Design, implement, and enhance enterprise-level Genesys Cloud CX solutions, utilizing the platform's native features, APIs, custom workflows, and integrations to provide scalable customer experience solutions.

• Create and sustain custom integrations, middleware, event-driven automations, and data workflows to enhance platform capabilities and close technical gaps.

• Convert business requirements into technical solutions by designing and executing intelligent customer journeys, routing logic, and automation workflows.

• Act as the main escalation point for complex technical challenges, performing troubleshooting, root cause analysis, and resolving issues related to contact centers, telephony, and integrations.

• Oversee and optimize the global telephony infrastructure, which includes carrier integrations, SIP/BYOC configurations, and CPaaS platforms to guarantee reliable voice and digital communications.

• Investigate, assess, and adopt emerging CCaaS and AI-driven capabilities to enhance operational efficiency and customer experience results.

• Promote operational excellence through documentation, knowledge sharing, and the creation of technical runbooks and support frameworks.

• Mentor the Voice, Data, and IT Service Desk teams to enhance technical skills and improve support effectiveness.

⛳️ Requirements

• Extensive experience in Contact Center as a Service (CCaaS) architecture, with significant expertise in Genesys Cloud CX.

• Proven background in designing and supporting large-scale contact center environments within global SaaS, FinTech, or technology organizations.

• Advanced proficiency across the Genesys Cloud CX platform, including routing, digital channels, workforce management, reporting, compliance, and AI-enhanced capabilities.

• Strong practical experience in developing custom solutions using Genesys Cloud APIs, SDKs, webhooks, automation workflows, and scripting to address complex business needs.

• Experience in designing and optimizing customer journeys, routing logic, and process automation using Genesys Cloud Architect and related tools.

• Proven success in integrating Genesys Cloud with enterprise platforms such as Salesforce, Zendesk, ServiceNow, and Intercom to deliver seamless agent experiences.

• In-depth understanding of telephony infrastructure, encompassing SIP, BYOC, CPaaS platforms, carrier integrations, and messaging technologies.

• Experience in implementing conversational AI and bot technologies within contact center settings.

• Strong knowledge of telecom regulations, compliance requirements, and data privacy frameworks across global markets.

• Demonstrated capability to lead complex technical projects, influence architectural decisions, and mentor teams in a dynamic enterprise environment.

🏝️ Benefits

• Market-leading salary package

• Permanent work from home setup

• Coworking space available, if needed

• We follow the PH holidays!

• HMO for you and your 2 dependents (Maxicare)

• 15 Vacation leaves

• 10 Sick leaves

• Government Mandated Benefits

• Food Allowance of 1000PHP per month

• Work from Home Allowance of 1000PHP per month

• Health and wellness benefit of 7500PHP per year

• Free access to Mental Health support and coaching services

• Opportunity to grow your career in a company that values internal mobility

• Exciting online and in-person events hosted regularly by our Manila Culture Club