IT Senior Contact Center Solutions Engineer

Home Credit Philippines; Quezon City; Hybrid; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work setup

Permanent dayshift schedule

Up to 20% variable performance-based-?

HMO on Day 1 for employee and depend能

Mental health and wellness support

Wellness leaves and Birthday leave

Internal career mobility

Job summary

Home Credit Philippines seeks an experienced technologist to lead contact center technology initiatives, with emphasis on Genesys cloud/on‑prem solutions and omnichannel design. You will design, validate, and implement POCs, while supporting and optimizing existing Genesys voice and digital channels.

You will collaborate with vendors, internal teams, and business units to ensure reliable performance, proactive RCA, and continuous improvement across both on-prem and cloud environments.

Qualifications

• 5+ years in contact center technologies and design/engineering for on-prem and cloud platforms.
• Experience in Genesys IVR, routing design, and omnichannel solutions.
• Hands-on with Genesys Cloud CX and Genesys Engage implementations and troubleshooting.
• Knowledge of cloud and observability tools to analyze performance and latency.

Responsibilities

• Lead R&D initiatives for contact center tech and integrations across environments.
• Drive modernization and migration focusing on Genesys platform.
• Design and execute POCs, pilots, and solution validations for external integrations.
• Support and maintain Genesys voice and digital channels (IVR, routing, chat, email, social).
• Perform RCA and system improvements; collaborate with vendors and stakeholders.
• Manage vendors and ensure timely delivery of projects and enhancements.
• Evaluate IT and business initiatives for system impact and dependencies.
• Document architecture and configuration; share best practices and transfer knowledge.
• Participate in on-call rotations and stay updated with industry trends.

Skills

Genesys Cloud CX

Genesys Engage

IVR design

Voice/Omnichannel design

Monitoring & RCA

Cloud & On-premise

SIP/VoIP

Scripting/Automation

GAX/GA/WDE

Linux/Windows admin

Tools

Genesys Cloud CX

Genesys Engage

GAX

GA

WDE

WWE

Composer

Genesys Architect

Splunk

Grafana

Prometheus

Loki

Linux

Windows

SIP/VoIP

Job description

Empower Filipinos with innovative financial solutions at Home Credit Philippines.

What you will do

• Lead Research & Development initiatives for contact center technologies and integrations, including voicebots, chatbots, and external systems across both on-premises and cloud environments.
• Drive platform modernization initiatives and migration efforts, with a focus on the Genesys platform (cloud and on-premises).
• Evaluate, design, and execute proofs of concept (POCs), pilots, and solution validations, particularly for external solutions integrated with the Genesys ecosystem
• Support, enhance, and maintain existing contact center solutions, primarily within Genesys voice and digital channels (IVR, routing, chat, email, social media).
• Continuously deepen understanding of system architecture and functionality to perform high-quality investigations, root cause analysis (RCA), and resolution; proactively identify and implement system and process improvements.
• Troubleshoot and resolve performance and stability issues, collaborating with development teams, vendors, consultants, internal stakeholders, and business to optimize application performance and reliability.
• Effectively manage and engage vendors, consultants, and stakeholders to ensure the timely delivery of projects, enhancements, and operational commitments.
• Evaluate IT and business initiatives to assess potential system impacts, dependencies, and integration requirements.
• Share technical expertise and best practices to support team development, improve capability, and promote knowledge transfer.
• Maintain accurate and up-to-date system documentation, including architecture diagrams, configuration details, and knowledge base articles.
• Adhere to and continuously improve internal processes, contributing to operational efficiency and service quality.
• Participate in on-call rotations, providing support for critical incidents and high-priority alerts outside standard business hours.
• Stay current with industry trends and application support best practices, incorporating improvements into daily operations and long-term solution design.

What you will do

• Lead Research & Development initiatives for contact center technologies and integrations, including voicebots, chatbots, and external systems across both on-premises and cloud environments.
• Drive platform modernization initiatives and migration efforts, with a focus on the Genesys platform (cloud and on-premises).
• Evaluate, design, and execute proofs of concept (POCs), pilots, and solution validations, particularly for external solutions integrated with the Genesys ecosystem
• Support, enhance, and maintain existing contact center solutions, primarily within Genesys voice and digital channels (IVR, routing, chat, email, social media).
• Continuously deepen understanding of system architecture and functionality to perform high-quality investigations, root cause analysis (RCA), and resolution; proactively identify and implement system and process improvements.
• Troubleshoot and resolve performance and stability issues, collaborating with development teams, vendors, consultants, internal stakeholders, and business to optimize application performance and reliability.
• Effectively manage and engage vendors, consultants, and stakeholders to ensure the timely delivery of projects, enhancements, and operational commitments.
• Evaluate IT and business initiatives to assess potential system impacts, dependencies, and integration requirements.
• Share technical expertise and best practices to support team development, improve capability, and promote knowledge transfer.
• Maintain accurate and up-to-date system documentation, including architecture diagrams, configuration details, and knowledge base articles.
• Adhere to and continuously improve internal processes, contributing to operational efficiency and service quality.
• Participate in on-call rotations, providing support for critical incidents and high-priority alerts outside standard business hours.
• Stay current with industry trends and application support best practices, incorporating improvements into daily operations and long-term solution design.

What you need to have

• 5+ years in contact center technologies, solution design/engineering, experience in both On-premises and Cloud platforms
• Experience in Genesys IVR and routing design, Omnichannel, Systems integration and Voicebot solutions
• Hands‑on experience with contact center technologies, preferably: Genesys Cloud CX and Genesys Engage, Expertise in IVR design and development, voice and omnichannel flow design (chat, email, messaging, social media), Experience in outbound campaign management, call handling, and interaction recording (voice and screen)
• Relative experience in the design, development, and implementation of integrations between Genesys platforms and external systems, such as: Voicebots and chatbots, Third‑party AI and automation solutions, Omnichannel and digital engagement platforms
• Good knowledge and understanding of cloud platforms, such as: Microsoft Azure, AWS, or Google Cloud Platform (GCP) fundamentals
• Hands‑on experience with Genesys applications, tools, and user interfaces, such as: GAX, GA, WDE, WWE, IRD, Composer, Genesys Architect, Monitoring and administration tools within the Genesys ecosystem
• Solid knowledge and experience in server environments, with Linux and Windows operating systems, System administration, monitoring, and basic troubleshooting
• Experience with monitoring and observability tools, including: Splunk, Grafana, Prometheus, Loki, or similar platforms, Ability to analyze system performance, logs, and alerts
• Strong understanding of telephony and voice infrastructure, including SIP and VoIP, Call signaling, media handling, and call flow design, Familiarity with SIP trunks, Session Border Controllers (SBCs), and voice troubleshooting
• Advanced skills in Genesys application troubleshooting and root cause analysis (RCA), including performance tuning and system optimization, Log, trace, and call flow analysis, Diagnosing integration failures and latency

Job Perks You’ll Enjoy

• Hybrid work setup
• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.