IT Senior Contact Center Solutions Engineer

Home Credit Philippines; Quezon City; Hybrid; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Hybrid work setup

Permanent dayshift schedule

Up to 20% bonus

HMO on Day 1 and dependents coverage

Mental health support

Wellness leaves

Internal career mobility

Learning opportunities

Job summary

Home Credit Philippines is seeking a senior role to lead R&D for contact center tech, emphasizing Genesys cloud and on-premise integrations. You will drive modernization, evaluate PoCs, and support existing Genesys-based channels, while collaborating across teams to improve reliability and performance.

The role requires deep systems knowledge, incident response skills, and strong vendor management as part of a dynamic, on-site team driving digital engagement strategies.

Qualifications

• 5+ years in contact center technologies
• Experience with Genesys IVR and routing design, omnichannel, and voicebot solutions
• Hands-on experience with Genesys applications and tools
• Strong knowledge of cloud platforms and integrations

Responsibilities

• Lead Research & Development initiatives for contact center technologies and integrations across on-premises and cloud environments.
• Drive platform modernization and migration focused on the Genesys platform (cloud and on-premises).
• Evaluate, design, and run proofs of concept, pilots, and solution validations for external solutions integrated with Genesys ecosystem.
• Support, enhance, and maintain Genesys voice and digital channels (IVR, routing, chat, email, social).
• Deepen understanding of system architecture to perform RCA and implement improvements.
• Troubleshoot performance and stability issues with dev teams, vendors, and stakeholders to optimize reliability.
• Manage vendors and stakeholders to ensure timely project delivery and commitments.
• Evaluate IT and business initiatives for system impacts and integration requirements.
• Share expertise to support team development and knowledge transfer.
• Maintain up-to-date system docs including architecture diagrams and configurations.
• Adhere to internal processes to improve operational efficiency and service quality.
• Participate in on-call rotations for critical incidents outside business hours.
• Stay current with industry trends and best practices.

Skills

Analytical thinking

Problem solving

Vendor management

On-call incident response

Tools

Genesys Cloud CX

Genesys Engage

IVR design

Omnichannel design

System integration

Monitoring tools

Linux/Windows administration

Cloud platforms (Azure/AWS/GCP)

Job description

• 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

Empower Filipinos with innovative financial solutions at Home Credit Philippines.

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.