IT Manager – Customer Care Tech & AI Automation

helloconnect; Philippines; On-site; PHP 1,200,000 - 2,100,000; Full time

Benefits offered by this job

Competitive compensation package

Wellness and perks

Learning & development budget

Global, diverse teams

Work-life balance

Job summary

HelloConnect in Inoza tower, BGC, is seeking an experienced IT professional to own and optimize Customer Care technologies such as Genesys Cloud CX and Twilio. You will provide technical leadership, manage end-to-end incidents, and drive AI-driven automation while ensuring strong security and governance across CC platforms.

The role emphasizes collaboration with stakeholders, ongoing improvement, and the ability to operate in a dynamic, global environment, delivering reliable customer care

Qualifications

• Fluent English communication
• Technical leadership capability
• Problem solving across apps, networks, APIs
• Stakeholder management
• Security and privacy practices
• Continuous improvement mindset
• AI and automation experience
• 5+ years IT/Technical Ops experience
• Experience with CCaaS and SaaS platforms (Genesys Cloud CX preferred)
• Integrations, APIs, and automation tools knowledge

Responsibilities

• Engineer, administer, and optimize CC technologies (Genesys Cloud CX, Twilio) and related platforms; manage routing, IVRs, numbers, health, releases, and vendor coordination.
• Provide technical direction across Customer Care IT and lead projects through design, decisions, testing, and handover.
• Own technical requests and incidents through resolution, tracking SLA and ensuring proper logging.
• Manage onboarding, licences, roles, MFA, access controls following least-privilege principles.
• Apply security, privacy, change controls, and data handling across CC technologies.
• Identify and automate repetitive processes; develop and maintain automations.
• Leverage approved AI capabilities to improve tasks like investigation, knowledge retrieval, and ticket handling.
• Administer AI/automation configurations, monitoring, and governance controls.
• Develop and maintain reports and dashboards; fulfill data requests and provide audit evidence.
• Support 24/7 CC operating environment during ramps, peak periods, and platform changes.
• Maintain technical documentation and collaborate with stakeholders, vendors, and security teams.

Job description

HelloConnect in Inoza tower, BGC, is seeking an experienced IT professional to own and optimize Customer Care technologies such as Genesys Cloud CX and Twilio. You will provide technical leadership, manage end-to-end incidents, and drive AI-driven automation while ensuring strong security and governance across CC platforms.

The role emphasizes collaboration with stakeholders, ongoing improvement, and the ability to operate in a dynamic, global environment, delivering reliable customer care