Digital Experience Engineer - Genesys Cloud & AI

Probe Contact Solutions Australia Pty Ltd; Philippinen; Vor Ort; PHP 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Probe Group in Manila is seeking a hands-on Digital Experience Engineer to serve as the technical engine for building and integrating client-facing CX platforms across Genesys Cloud, Amazon Connect, and AI ecosystems. You will translate solution blueprints into clean code, develop webhooks and REST APIs, and lead platform optimization while delivering rapid AI-powered solutions for diverse clients.

You’ll collaborate with Digital Architects, run optimization reviews, and turn R&D ideas into

Qualifikationen

• 2-3+ years of hands-on experience in CCaaS or CRM platforms (or related engineering roles).
• Strong Genesys Cloud capability with Amazon Connect as a plus.
• Ability to build and troubleshoot REST APIs, JSON data flows, and CRM integrations.
• Experience turning architectures into reliable configurations; Python scripting is a bonus.

Aufgaben

• Develop, configure, and deploy omni-channel CX workflows and microservices via webhooks and REST APIs.
• Escalate and resolve complex integration issues; perform root-cause analysis and refactor configurations.
• Collaborate with clients and Digital Architects on platform success programs and optimization reviews.
• Prototype and deliver AI-powered solutions using tools like Cursor, Claude, and Gemini.

Kenntnisse

CCaaS & cloud platform

Genesys Cloud

APIs & webhooks

REST APIs

CRM integrations

Python scripting

AI tooling curiosity

Tools

Genesys Cloud

Amazon Connect

Cursor

Claude

Gemini

Convai Oration

Upland Panviva

livepro

Symtrain

REST APIs

Jobbeschreibung

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. Be the Technical Engine Behind Next-Gen AI & Cloud Contact Centers Are you a Genesys Cloud engineer or CCaaS specialist who loves building custom API integrations, prototyping with AI, and seeing the real-world impact of your work with clients? At Probe CX, we're expanding our Digital team in Manila and we’re looking for a sharp, hands‑on Digital Experience Engineer who wants to move beyond routine ticket queues and help shape how modern contact centers run.

About the Role

Based in Manila and reporting to our Senior Manager - Digital Experience and Success, you will serve as the technical engine for building, integrating, and optimizing our client-facing digital and CX platforms. Working across Genesys Cloud, Amazon Connect, and complementary AI and knowledge ecosystems, including Convai Oration, Upland Panviva, livepro, and Symtrain, you will translate solution blueprints into clean code, build custom webhooks and REST APIs, lead platform optimization programs, and use modern AI tools like Cursor and Claude to prototype and ship solutions in days instead of weeks.

What You’ll Be Doing

• Technical Implementation & API Integration: Develop, configure, and deploy omni-channel CX workflows, custom webhooks, REST APIs, and middleware connecting Genesys Cloud and Amazon Connect with client CRMs and backend systems.
• L3 Engineering & Root-Cause Resolution: Serve as an escalation point for complex system and integration bugs - performing deep root-cause analysis and refactoring configurations to boost stability, lower latency, and streamline agent workflows.
• Platform Success & Client Engagement: Partner directly with clients and our Digital Architects on ongoing platform success programs - running optimization reviews, translating technical features into business wins, and keeping system diagrams and API specs sharp.
• R&D, Prototyping & AI-Accelerated Delivery: Build and validate Proofs of Concept (PoCs) using conversational AI, automation, and licensed AI coding tools (Cursor, Claude Code, Gemini) - helping transition successful sandbox experiments into production-ready modules.

What You Bring to the Table

• CCaaS & Cloud Platform Expertise: 2-3+ years of hands‑on experience in CCaaS or CRM platforms (or an Engineer, Architect, or Customer Success technical role), with strong Genesys Cloud capability as a must and Amazon Connect as a strong plus.
• APIs, Webhooks & Technical Execution: Solid experience building and troubleshooting REST APIs, JSON data flows, and CRM integrations - with the ability to turn architectural designs into clean, reliable configurations (Python or scripting experience is a bonus).
• AI Curiosity & Modern Mindset: You actively embrace new ways of working. Whether you're already using Cursor, Claude, or Gemini in your daily workflow or building AI side projects, you're eager to push what's possible.
• Ecosystem Exposure (Nice to Have): Familiarity with conversational AI or agent‑assist tools such as Convai Oration, Upland Panviva, livepro, or Symtrain - plus any relevant cloud or CCaaS certifications.
• Client‑Facing Confidence & Ownership: Strong analytical and problem‑solving skills paired with clear communication - you're comfortable fronting client meetings, taking full end-to-end accountability, and upholding strict data security and privacy standards.

Why Join Our Digital Team in Manila?

This role is designed for ambitious engineers who want fast career growth, real technical autonomy, and direct exposure to international clients. You'll get hands‑on access to enterprise AI engineering tools, close collaboration with global Digital leaders, and the opportunity to turn R&D ideas into live enterprise solutions. Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.