Genesys Cloud Support Specialist | WFH | Night Shift | Up to PHP100k

Emapta; Metro Manila; Remote; PHP 391,000 - 1,116,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Night differential pay

Permanent WFH arrangement

Salary Advance Program

Upskilling through Emapta Academy

Gyms access and lifestyle perks

Job summary

Emapta Philippines is hiring a Genesys Cloud Support Specialist to join a top enterprise IT advisory team. You will provide Level 1–2 support for Genesys Cloud CX and help design, test, and optimize contact center workflows in a remote setting.

This permanent work-from-home role offers a competitive PHP salary range, night shift schedule, weekend off, and ongoing upskilling through Emapta Academy. Join a global, high-performance environment with opportunities for career growth and mentorship.

Qualifications

• 5-8 years of relevant experience, with at least 2 years in Genesys Cloud CX support.
• Associate degree or higher in Information Technology, Computer Science, or related field.
• Genesys Cloud CX certification preferred; equivalent work experience considered.
• 6-12 months of call center or help desk experience preferred.

Responsibilities

• Provide Level 1 and 2 support for Genesys Cloud CX, including admin tasks.
• Design and troubleshoot Architect inbound flows and routing.
• Manage users, queues, skills, and access controls.
• Support CRM integrations with Salesforce and ServiceNow.
• Create reports and dashboards to monitor contact center performance.
• Collaborate with Level 2/3 teams and OEMs as needed.
• Participate in 24/7 on-call rotation approx 1 week every 8 weeks.

Skills

Genesys Cloud CX

Architect inbound flows

CRM integrations

SIP/telephony

Windows & Office

Data actions & analytics

Networking knowledge

Education

Associate degree or higher in IT

Genesys Cloud CX certification

Tools

Salesforce

ServiceNow

REST APIs

Job description

Expert Cloud Support for Smarter Enterprise Information Technology

Technical challenges create opportunities to become a stronger specialist. Grow as a Genesys Cloud Support Specialist, supporting enterprise communications that help teams serve customers efficiently and maintain operations. Benefit from exposure to complex cloud environments and experienced technology professionals. Emapta combines permanent work from home, continuous upskilling, and a long-term global career with a premium experience for top 1% talent.

Snapshot

• Employment Type: Full-time
• Work Setup: Permanent Work From Home
• Shift: Night Shift, Weekends Off
• Salary: PHP 35,000-PHP 100,000

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Fixed weekends off
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Education and Experience

• 5-8 years of relevant experience, preferably including at least 2 years of hands-on Genesys Cloud CX support; direct Genesys support or implementation experience strongly preferred
• Some post-secondary education required; an associate degree or higher in Information Technology, Computer Science, or a related field preferred
• Genesys Cloud CX certification, such as Genesys Cloud CX Administrator or equivalent, highly preferred; equivalent proficiency demonstrated through work experience or documented training also considered
• 6-12 months of call center, customer service, or help desk experience preferred, or an equivalent combination of education and experience

Technical Skills

• Demonstrated proficiency in Genesys Cloud CX, including Architect inbound call, chat, email, and bot flows; queue, user, and agent administration; data actions; integrations; and analytics and reporting
• Working knowledge of Windows environments, Microsoft Office, and SIP/telephony fundamentals
• Familiarity with CRM platforms such as Salesforce and ServiceNow, REST APIs, and data action concepts an advantage
• Networking knowledge, including VoIP, SIP trunking, and cloud-based contact center infrastructure, preferred
• Experience with additional UCaaS/CCaaS platforms, such as RingCentral, Zoom Phone/Contact Center, or Five9, an advantage but not required

Responsibilities

• Serve as the primary technical resource for Genesys Cloud CX, providing Level 1 and Level 2 support across administration, configuration, and platform operations.
• Design, build, and troubleshoot Genesys Cloud Architect inbound call, chat, email, and bot flows; configure routing logic, decision trees, and escalation paths to meet customer requirements.
• Administer platform settings, including users, agents, queues, wrap-up codes, skills, schedules, and role-based access controls.
• Support and troubleshoot integrations, including CRM connectors such as Salesforce and ServiceNow, telephony/SIP configurations, and third-party data actions.
• Build and maintain reporting and analytics, including custom views, dashboards, and scheduled reports, to provide visibility into contact center performance.
• Manage digital channel configurations for web chat, email, and messaging, ensuring routing and handling logic aligns with customer service requirements.
• Support customer onboarding and platform changes by testing Architect flow updates, validating queue changes, and preparing environments for go-live.
• Stay current with platform updates, feature releases, and best practices; share relevant knowledge to improve team support delivery.
• Troubleshoot related technologies, including Windows servers, desktop software, headsets, and telecommunications services.
• Adhere to help desk standards and service-level agreements (SLAs), including time to first response, first-call resolution, incident accuracy, and call-handling metrics.
• Document client information, issue details, troubleshooting steps, and resolutions accurately and promptly in the Baseline ticketing system.
• Collaborate with Level 2 and Level 3 support teams and original equipment manufacturers (OEMs), escalating issues as needed.
• Participate in a rotating on-call schedule requiring 24/7 availability, including weekends and holidays, approximately 1 week every 8 weeks.
• Communicate professionally and courteously with customers and colleagues, remaining calm under pressure.
• Contribute to a collaborative team environment and follow guidance from team leads and managers.
• Maintain reliable attendance and punctuality.
• Perform additional duties as assigned to support departmental and organizational objectives.

About the Client

Our client is an established enterprise IT advisory and services organization combining the strengths of 3 trusted advisory platforms. Backed by hundreds of years of collective industry experience and thousands of successful technology decisions, it helps businesses optimize infrastructure, cloud investments, security, and communications. Its experts pair technical insight with strong provider relationships to secure value, improve service accountability, and support measurable outcomes. Long-term partnerships, transparent guidance, and dedicated advocacy distinguish its approach to helping enterprises achieve lasting technology success.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.