Senior Cloud Contact Center Engineer, Genesys & Automation

Michael Page; Taguig; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

13th Month Pay

Annual performance bonus ~11%

Hybrid work arrangement

Night shift aligned with Pacific Time

Global healthcare technology exposure

Access to modern cloud contact center/

Job summary

Michael Page is hiring for a senior role focused on administering and optimizing a global cloud contact center platform. You will manage Genesys Cloud CX, telephony components, IVR workflows, and carrier connectivity while driving automation and performance insights.

You will partner with telecom providers and internal teams to ensure reliability, security, and regulatory compliance, with a hybrid work model including monthly on-site presence.

Qualifications

• Proven experience administering and supporting Genesys Cloud CX.
• Hands-on experience with VoIP, SIP, telephony systems, call routing, and IVR.
• Typically 5-8 years of relevant telecom, voice, or contact center experience.

Responsibilities

• Administer, configure, and support the enterprise Genesys Cloud CX environment.
• Manage users, permissions, queues, routing profiles, skills, schedules, and contact center configurations.
• Design and maintain IVR, inbound, in-queue, and email workflows using Architect.
• Oversee cloud telephony services, DID inventories, SIP trunking, and carrier connectivity.
• Monitor contact center performance through dashboards, analytics, and operational reporting.
• Troubleshoot and resolve telephony, SaaS platform, cloud infrastructure, and voice network incidents.
• Partner with telecom providers and technology vendors to maintain service reliability.
• Implement monitoring, alerting, capacity planning, and performance optimization processes.
• Drive automation initiatives using APIs, infrastructure-as-code tools, Python, Terraform, and AI-enabled solutions.
• Ensure communication platforms comply with security, regulatory, and operational standards.
• Collaborate with service desk, networking, infrastructure, and security teams to deliver stable communication services.

Skills

Contact center operations

Cloud platforms

Automation scripting

Performance analytics

Tools

Genesys Cloud CX

VoIP

SIP

Terraform

Python

APIs

Job description

Michael Page is hiring for a senior role focused on administering and optimizing a global cloud contact center platform. You will manage Genesys Cloud CX, telephony components, IVR workflows, and carrier connectivity while driving automation and performance insights.

You will partner with telecom providers and internal teams to ensure reliability, security, and regulatory compliance, with a hybrid work model including monthly on-site presence.