Senior CCaaS Platform Lead

Symbos; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Symbos is hiring a Senior Contact Centre Administrator to support and improve our cloud contact centre platforms used across Australia, New Zealand, and Fiji. The role focuses on platform configuration, issue resolution and ongoing improvements to ensure a smooth frontline experience.

You will own administration tasks for CCaaS, diallers and telephony tools, manage complex queues and routing, and work with engineers and vendors to implement changes and improvements.

Qualifications

• 4+ years’ experience supporting or administering contact centre platforms.
• Experience with CCaaS platforms such as Genesys, NICE CXone, Amazon Connect or similar.
• Troubleshooting complex platform, telephony, IVR and routing issues.
• Experience supporting frontline users in a contact centre environment.
• Experience with CRM, workforce management, reporting or other contact centre integrations.
• Familiarity with ITIL‑based change and incident management.

Responsibilities

• Platform administration and configuration of CCaaS, diallers and telephony tools.
• Manage complex queues, call flows, IVR, routing rules, campaigns and agent configurations.
• Oversee user provisioning, roles, access and licensing; maintain documentation.
• Provide second-level support, troubleshoot incidents within SLAs, escalate when needed.
• Implement and validate platform changes; support releases and upgrades.
• Generate reports on call volumes, platform performance and usage; support data integrations.
• Share knowledge and guide other administrators; maintain technical documentation.

Skills

CCaaS platforms

Genesys

NICE CXone

Amazon Connect

IVR & routing

CRM integrations

Tools

CRM systems

WFM systems

Reporting dashboards

Job description

Symbos is hiring a Senior Contact Centre Administrator to support and improve our cloud contact centre platforms used across Australia, New Zealand, and Fiji. The role focuses on platform configuration, issue resolution and ongoing improvements to ensure a smooth frontline experience.

You will own administration tasks for CCaaS, diallers and telephony tools, manage complex queues and routing, and work with engineers and vendors to implement changes and improvements.