IT Senior Contact Center Solutions Engineer

Home Credit Philippines; Taguig; Hybrid; PHP 1,339,200 - 1,674,000; Full time

Benefits offered by this job

Hybrid work setup

Permanent dayshift schedule

20% performance-based bonus

Health Maintenance Organization on Day 1

Access to wellness partners

Wellness leave and birthday leave

Local and international learning opportunities

Job summary

Home Credit Philippines is looking for a skilled professional to lead research and development initiatives in contact center technologies. This role focuses on integrating systems and modernizing platforms, especially within the Genesys environment.

Candidates should have over 5 years of experience with contact centers, alongside expertise in voicebot and chat solutions. The company offers a hybrid work setup along with various employee benefits, including health coverage from day one.

Qualifications

• 5+ years in contact center technologies and solution design.
• Hands-on experience with Genesys Cloud CX and Engage platforms.
• Experience in integrating very complex voicebot and chat solutions.

Responsibilities

• Lead R&D initiatives for contact center technologies.
• Drive platform modernization and migration efforts.
• Continuously improve system performance and stability.

Skills

Contact center technologies

Genesys IVR and routing design

Voicebot solutions

Systems integration

Cloud platforms (e.g., AWS)

Performance monitoring tools

Telephony infrastructure

Tools

Splunk

Grafana

Genesys tools (GAX, GA, WDE)

Job description

Responsibilities

• Lead Research & Development initiatives for contact center technologies and integrations, including voicebots, chatbots, and external systems across 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, 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, 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.

Qualifications

• 5+ years in contact center technologies, solution design/engineering, with 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 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, and voice troubleshooting.
• Advanced skills in Genesys application troubleshooting and root cause analysis, including performance tuning and system optimization, log, trace, and call flow analysis, diagnosing integration failures and latency.

Benefits

• Hybrid work setup.
• Permanent dayshift schedule.
• Up to 20% variable performance‑based bonus.
• Health Maintenance Organization (HMO) on Day 1 and HMO dependents coverage including same‑sex partners.
• Access to mental health and wellness partners.
• Wellness leave and birthday leave.
• Internal career mobility options.
• Local and international learning opportunities.

Equal Opportunity Employer

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 condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.