Senior Genesys CC Solutions Engineer — Hybrid Growth

Home Credit Philippines; Quezon City; Hybrid; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work setup

Permanent dayshift schedule

Up to 20% variable performance-based-?

HMO on Day 1 for employee and depend能

Mental health and wellness support

Wellness leaves and Birthday leave

Internal career mobility

Job summary

Home Credit Philippines seeks an experienced technologist to lead contact center technology initiatives, with emphasis on Genesys cloud/on‑prem solutions and omnichannel design. You will design, validate, and implement POCs, while supporting and optimizing existing Genesys voice and digital channels.

You will collaborate with vendors, internal teams, and business units to ensure reliable performance, proactive RCA, and continuous improvement across both on-prem and cloud environments.

Qualifications

• 5+ years in contact center technologies and design/engineering for on-prem and cloud platforms.
• Experience in Genesys IVR, routing design, and omnichannel solutions.
• Hands-on with Genesys Cloud CX and Genesys Engage implementations and troubleshooting.
• Knowledge of cloud and observability tools to analyze performance and latency.

Responsibilities

• Lead R&D initiatives for contact center tech and integrations across environments.
• Drive modernization and migration focusing on Genesys platform.
• Design and execute POCs, pilots, and solution validations for external integrations.
• Support and maintain Genesys voice and digital channels (IVR, routing, chat, email, social).
• Perform RCA and system improvements; collaborate with vendors and stakeholders.
• Manage vendors and ensure timely delivery of projects and enhancements.
• Evaluate IT and business initiatives for system impact and dependencies.
• Document architecture and configuration; share best practices and transfer knowledge.
• Participate in on-call rotations and stay updated with industry trends.

Skills

Genesys Cloud CX

Genesys Engage

IVR design

Voice/Omnichannel design

Monitoring & RCA

Cloud & On-premise

SIP/VoIP

Scripting/Automation

GAX/GA/WDE

Linux/Windows admin

Tools

Genesys Cloud CX

Genesys Engage

GAX

GA

WDE

WWE

Composer

Genesys Architect

Splunk

Grafana

Prometheus

Loki

Linux

Windows

SIP/VoIP

Job description

Home Credit Philippines seeks an experienced technologist to lead contact center technology initiatives, with emphasis on Genesys cloud/on‑prem solutions and omnichannel design. You will design, validate, and implement POCs, while supporting and optimizing existing Genesys voice and digital channels.

You will collaborate with vendors, internal teams, and business units to ensure reliable performance, proactive RCA, and continuous improvement across both on-prem and cloud environments.