Genesys Cloud Support Engineer - Troubleshooting Pro

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

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.