Senior Cloud Telephony Engineer – Genesys, Hybrid, Bonus

Michael Page International Recruitment (Philippines) Inc

Taguig

Hybrid

PHP 1,200,000 - 1,800,000

Full time

3 days ago

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Benefits offered by this job

Guaranteed 13th month pay

Annual performance bonus (11%)

Hybrid work arrangement with onsite 1x

Permanent night shift aligned with PST

Exposure to modern cloud contact中心 and

Career growth in tech-driven org

Job summary

Michael Page International Recruitment (Philippines) Inc is seeking an experienced IT professional to administer and optimize the Genesys Cloud CX environment for a global health tech leader. You will manage users, queues, routing profiles, and IVR workflows, ensuring reliability across cloud telephony and contact center operations.

The role emphasizes automation and integration using APIs, Python, Terraform, and other IaC tools, plus strong security and regulatory compliance.

Qualifications

Proven experience administering and supporting Genesys Cloud CX.
Strong background in contact center technologies and operations.
Hands-on experience with VoIP, SIP, telephony systems, call routing, and IVR platforms.
Experience with cloud-based CX platforms and telecom carriers.
Understanding of performance reporting, workforce metrics, and contact center analytics.
Exposure to automation, scripting, APIs, or infrastructure-as-code technologies is advantageous.
Typically 5-8 years of relevant experience in telecom, voice, or contact center environments.

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.