Genesys Cloud Support Engineer

Datamatics; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Datamatics is seeking a technical support specialist to assist Genesys Cloud customers across phone, email, chat, and secure screen sharing. You will investigate and resolve incidents involving Genesys Cloud CX, including voice, APIs, and integrations, while maintaining thorough case records.

The role requires clear communication, SLA-aware prioritization, and collaboration with engineering and product experts.

Qualifications

• Hands-on experience with Genesys Cloud CX or comparable enterprise cloud contact center platform.
• Experience supporting CTI, PBX, ACD, IVR, SIP trunks, call recording, routing, and CRM integrations.
• Understanding of WFM, quality management, analytics, dashboards, and contact center reporting.
• Basic knowledge of programming logic, scripting, JSON, REST APIs, or query languages for troubleshooting.
• Exposure to monitoring, analytics, or reporting tools in a technical support or operations environment.

Responsibilities

• Provide technical support to Genesys Cloud customers via phone, email, chat, and secure screen sharing.
• Investigate, troubleshoot, and resolve incidents across voice, telephony, networking, UI, integrations, APIs, and configuration.
• Own cases end to end from assessment to closure with clear documentation.
• Communicate clearly with customers, provide progress updates, and translate technical findings.
• Prioritize cases based on impact, urgency, entitlements, and SLAs.
• Collaborate with other teams when escalation is required.
• Maintain complete case records including root cause and final resolution.
• Create and improve knowledge base articles and internal docs.
• Stay updated with Genesys Cloud features, releases, and support processes.
• Participate in limited on-call or rotational schedule for high-impact incidents.

Skills

Genesys Cloud CX

Contact center technologies

WFM & analytics

Programming basics (JSON/REST)

Monitoring & reporting tools

Job description

• Provide technical support to Genesys Cloud customers through phone, email, chat, and secure screen sharing sessions.


• Investigate, troubleshoot, and resolve incidents involving Genesys Cloud CX, including voice, telephony, networking, user interface, integrations, APIs, reporting, and platform configuration scenarios.


• Own assigned customer cases end to end, from initial assessment and impact analysis through resolution, validation, documentation, and closure.


• Communicate clearly and professionally with customers, provide regular progress updates, set realistic expectations, and translate technical findings into understandable language.


• Prioritize and manage cases according to business impact, urgency, entitlement, and defined service level agreements (SLAs).


• Collaborate with other support engineers, product specialists, engineering teams, and subject matter experts when advanced investigation or escalation is required.


• Maintain complete and accurate case records, including issue descriptions, troubleshooting actions, analysis, customer interactions, root cause, workaround, and final resolution.


• Create and improve knowledge base articles, troubleshooting guides, FAQs, technical notes, and internal support documentation.


• Stay current with Genesys Cloud features, product releases, known issues, support processes, and relevant industry technologies.


• Participate in a limited on-call or rotational support schedule, when required, to assist with high-impact incidents outside standard business hours.

OTHER SKILLS REQUIRED

• Hands-on experience with Genesys Cloud CX or another enterprise cloud contact center platform.


• Experience supporting contact center technologies such as CTI, PBX, ACD, IVR, SIP trunks, call recording, routing, and CRM integrations.


• Understanding of workforce management (WFM), quality management, analytics, dashboards, and contact center reporting.


• Basic knowledge of programming logic, scripting, JSON, REST APIs, or query languages used for troubleshooting and data interpretation.


• Exposure to monitoring, analytics, or reporting tools within a technical support or operations environment.