Genesys-Driven Contact Center Transformation Manager

Tasq Staffing Solutions; Philippines; On-site; PHP 1,500,000 - 3,500,000; Full time

Job summary

Tasq Staffing Solutions is seeking a Contact Center Transformation Consulting Manager with deep expertise in Genesys to lead strategic design and delivery of contact center solutions in a Manila-based role. You will drive multi-channel improvements, assess operations, and guide client engagements across regions with vendors as needed.

The role emphasizes hands-on Genesys capability development, cloud and on-premise knowledge, and a track record of delivering measurable operational improvements

Qualifications

• 10+ years of experience in Customer Service operations and contact center management.
• Experience leading assessments/benchmarking of contact center operations and building business cases for improvements.
• Proven ability to design and implement multichannel self-service/IVR and Omni-Channel Routing on Genesys platforms (PureEngage/PureConnect/Engage Cloud).
• Deep knowledge of contact center operations, cross-industry exposure preferred.
• Hands-on experience with Voice and Non-Voice applications using Genesys tools.
• Proactive needs assessment and value coaching to address objections to solutions.
• Experience responding to customer RFIs/RFPs and qualifying deals for feasibility.
• Familiarity with on-premise, cloud, and hybrid cloud models and cloud economics, including pricing and TCO.
• Experience with dataset integration and automation in customer service processes (Task Routing, CTI, Reporting).
• Background in professional services or engineering with CRM/Contact Center solutions.
• Knowledge of WFM, recording, and virtual hold is a plus.
• Experience with AI, bots, and RPA technologies is a plus.
• Experience collaborating with large teams across geographies and agile projects.

Responsibilities

• Analyze customer requests for Contact Center and provide solution recommendations (On Premise, Cloud, or Hybrid).
• Manage contact center engagements across project delivery phases with focus on Genesys.
• Lead business proposals and respond to RFIs/RFPs in collaboration with teams and vendors.
• Grow Genesys capability by developing assets, viewpoints, and improving client operations and customer experience.

Skills

Genesys

Contact Center

Leadership

Project delivery

RFP responses

Cross-geography teamwork

AI & RPA awareness

Cloud & hybrid cloud

Voice & non-voice apps

Vendor management

Tools

Genesys PureEngage

Genesys PureConnect

Genesys Cloud

Genesys Designer

Genesys Composer

GVP & GRE

Job description

Tasq Staffing Solutions is seeking a Contact Center Transformation Consulting Manager with deep expertise in Genesys to lead strategic design and delivery of contact center solutions in a Manila-based role. You will drive multi-channel improvements, assess operations, and guide client engagements across regions with vendors as needed.

The role emphasizes hands-on Genesys capability development, cloud and on-premise knowledge, and a track record of delivering measurable operational improvements