Genesys Contact Center Specialist — Ops & Analytics

NYGC Services INC; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

NYGC Services INC is seeking an experienced Genesys Contact Center professional to join our Southeast Asia team. You will manage and optimize Genesys solutions, collaborate with cross-functional teams, analyze metrics, and troubleshoot issues to improve customer service outcomes.

The ideal candidate will have 3–10 years of experience, strong knowledge of contact center operations, and excellent communication skills for effective stakeholder interaction.

Qualifications

• 3–10 years of experience in managing or supporting contact center technologies.
• Strong understanding of contact center operations and customer service principles.
• Proficient in Genesys platforms and tools, including routing, reporting, and analytics features.
• Experience with system integrations and APIs related to contact center solutions.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills, both verbal and written, to interact effectively with team members and stakeholders.

Responsibilities

• Manage and optimize Genesys Contact Center solutions to ensure high-quality customer interactions.
• Collaborate with cross-functional teams to implement and maintain contact center technologies.
• Analyze performance metrics and provide insights to improve service delivery and customer satisfaction.
• Troubleshoot technical issues related to Genesys systems and provide timely resolutions.
• Train and support staff on the use of Genesys applications and tools.

Skills

Genesys expertise

Routing

Analytics

APIs

Customer service

Communication

Troubleshooting

Tools

Genesys platforms

APIs

Job description

NYGC Services INC is seeking an experienced Genesys Contact Center professional to join our Southeast Asia team. You will manage and optimize Genesys solutions, collaborate with cross-functional teams, analyze metrics, and troubleshoot issues to improve customer service outcomes.

The ideal candidate will have 3–10 years of experience, strong knowledge of contact center operations, and excellent communication skills for effective stakeholder interaction.