Genesys Cloud CX Telephony Specialist - Remote/Flexible

Bon Secours Mercy Health; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Comprehensive HMO medical coverage

Work From Home allowance

Vacation and sick leave

Government-mandated benefits: SSS,Phil

Flexible working model

Learning and development programs

Job summary

Bon Secours Mercy Health Global Business Services - Manila is seeking a Telecommunications Specialist to administer and optimize Genesys Cloud CX for enterprise contact center operations. You will drive reliable, secure telephony, enable cross-functional collaboration, and support onboarding of agents and telephony resources.

The role requires 5+ years in Genesys Cloud CX or similar, strong knowledge of telephony routing and telecom protocols, plus a Bachelor's degree.

Qualifications

• 5+ years of experience in Genesys Cloud CX or similar contact center platforms.
• Experience configuring telephony routing including PSTN and carrier-level call flows.
• Knowledge of telecommunication protocols such as SIP, WebRTC, PSTN, ISDN and PRI.
• Knowledge of contact center administration, reporting, analytics, quality management and scripting preferred.
• Genesys Certified Professional (GCP) certification is a plus.

Responsibilities

• Administer Genesys Cloud CX by managing users, roles, permissions, skills and queues to improve call routing and employee experience.
• Configure and maintain telephony systems including endpoints, software settings and platform integrations.
• Monitor system performance and analyze call quality issues such as latency, dropped calls and routing failures.
• Troubleshoot incidents and collaborate with IT teams, vendors and contact center leaders to resolve issues quickly.
• Coordinate escalations with Genesys support and third-party providers to ensure service continuity.
• Provision and deprovision user access, ensuring accurate records and compliance with access controls.
• Implement system enhancements including testing, configuration updates and new feature rollouts.
• Support onboarding of agents and telephony resources such as toll-free numbers and direct inward dialing lines.
• Manage call routing configurations including PSTN or cloud carrier integrations.
• Partner with global stakeholders to streamline workflows and improve service delivery.

Skills

Clear communication

Stakeholder collaboration

Problem solving

Attention to detail

Adaptability

Customer focus

Project management

End-to-end Genesys support

Reporting and analytics

Education

Bachelor's degree

Tools

Genesys Cloud CX

Job description

Bon Secours Mercy Health Global Business Services - Manila is seeking a Telecommunications Specialist to administer and optimize Genesys Cloud CX for enterprise contact center operations. You will drive reliable, secure telephony, enable cross-functional collaboration, and support onboarding of agents and telephony resources.

The role requires 5+ years in Genesys Cloud CX or similar, strong knowledge of telephony routing and telecom protocols, plus a Bachelor's degree.