Genesys Contact Center Operations Engineer – Platform Support & Administration

Xurpas Inc; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Xurpas Inc. is seeking a Genesys Contact Center Operations Engineer to support, maintain, and enhance Genesys-based contact center solutions.

The role requires collaborating with cross-functional teams, troubleshooting complex issues, and driving continuous service improvements to ensure optimal platform performance. The ideal candidate will have advanced Genesys operations experience, strong software development understanding, and the ability to work independently while contributing to team

Qualifications

• Must have advanced Genesys operations experience.
• 2–3 years of relevant technical experience.
• Strong communication and problem-solving skills.

Responsibilities

• Genesys Platform Operations: Support and perform operational activities related to Genesys Contact Center solutions.
• Technical Troubleshooting: Analyze, investigate, and resolve complex platform and software-related issues.
• Platform Enhancement: Contribute to development, configuration, and enhancement of software components and contact center applications.
• Requirements Analysis: Gather requirements and translate into technical specifications.
• Testing and Debugging: Conduct testing and debugging to ensure stability, reliability, and performance.
• Technical Collaboration: Participate in team discussions and provide solutions to technical challenges.
• Documentation: Maintain technical documentation on design, development processes, and procedures.
• Continuous Improvement: Stay updated on industry trends and best practices to improve operations.
• Knowledge Sharing: Work independently as SME, share knowledge, and guide juniors.

Skills

Genesys operations

Troubleshooting

Cross-functional collaboration

Software development methods

Analytical problem solving

Communication skills

Job description

Job Overview

We are looking for a Genesys Contact Center Operations Engineer responsible for supporting,maintaining, and enhancing contact center solutions using the Genesys platform. The roleinvolves collaborating with cross-functional teams, troubleshooting technical issues, ensuringoptimal platform performance, and contributing to continuous service improvements.

The ideal candidate has advanced proficiency in Genesys Contact Center Operations, a goodunderstanding of software development practices, and the ability to work independently whilecontributing to team discussions and technical solutions.

Key Responsibilities

• Genesys Platform Operations: Support and perform operational activities related toGenesys Contact Center solutions.
• Technical Troubleshooting: Analyze, investigate, and resolve complex platform andsoftware-related issues.
• Platform Enhancement: Contribute to the development, configuration, and enhancementof software components and contact center applications.
• Requirements Analysis: Collaborate with cross-functional teams to gather requirementsand translate them into technical specifications.
• Testing and Debugging: Conduct testing and debugging to ensure application stability,reliability, and optimal performance.
• Technical Collaboration: Actively participate in team discussions and provide solutions totechnical and operational challenges.
• Documentation: Maintain technical documentation covering software design, developmentprocesses, and operational procedures.
• Continuous Improvement: Stay updated on industry trends, emerging technologies, andbest practices to improve software development and platform operations.
• Knowledge Sharing: Work independently as a subject matter expert (SME), share technicalknowledge, and provide guidance to junior team members.

Must-Have Skills

• Genesys Contact Center Operations: Advanced proficiency and hands-on experiencesupporting Genesys Contact Center platforms.
• At least 2–3 years of relevant technical experience.
• Strong understanding of software development methodologies and best practices.
• Ability to analyze and troubleshoot complex technical and application-related issues.
• Experience collaborating with cross-functional technical teams.
• Good communication, analytical, and problem-solving skills.

Good-to-Have Skills

• Experience with cloud-based solutions and deployment strategies.
• Familiarity with Agile development practices and tools.
• Experience with modern programming languages and software development frameworks.
• Knowledge of application testing, debugging, and performance optimization.

Qualifications

• Relevant experience in Genesys Contact Center Operations or a similar technical support role.
• Ability to work independently and contribute to team objectives.
• Willingness to work on morning or night shifts.
• Strong attention to detail and ability to document technical processes.