Senior Genesys Cloud Engineer - Global Contact Center Lead

Ibex Limited; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ibex Limited in Manila seeks a Senior Genesys Cloud Engineer to design, implement and maintain our contact center and unified communications platform for clients worldwide.

You will focus on Genesys Cloud CX Contact Center, with experience in telephony, integrations, reporting, and security in PCI/HIPAA contexts; lead projects, provide technical guidance, and ensure SLA-driven support across 24/7 operations.

Qualifications

• 5-8+ years of Genesys Cloud experience in contact centers.
• Experience with Telephony platforms and multi-region deployments.
• Understanding of PCI and HIPAA security requirements.
• Ability to lead projects and provide technical KT.
• Experience with API integrations and AppFoundry/CRM/ERP integrations.

Responsibilities

• Identifies, examines, and resolves moderately complex problems with business communication systems.
• Provide high level of technical consultation support to customers across globe.
• Provide Complex Configuration Programming changes support to internal & external customers.
• Act as Project Lead and Technical Lead on need-to-need basis, especially on Telecom and Telephony driven projects.
• Require to work with all stakeholders & partners supporting end-user installations, configuration & programming changes.
• Deliver process Training/KT’s new joiners.
• Deliver technical KT to external teams depending upon skills & requirements.
• Create Job Aids, MOP for internal team members & customers on demand.
• Remote/Onsite Implementation, demonstration and delivery of the solution.
• Handle technical escalations & technical issues escalated by team members.
• Able to meet all Service level targets on all Ticketing Queues on Service Requests, Change tickets, Incidents and Projects.
• Must be able to escape when required within Partners Support to avoid downtimes.

Skills

Genesys Cloud

Telephony

ITIL/Service Delivery

24x7 Support

API Integration

Project Lead

Security

Global Deployments

AppFoundry

Tools

Genesys Cloud

AppFoundry

SIP Trunks

Job description

Ibex Limited in Manila seeks a Senior Genesys Cloud Engineer to design, implement and maintain our contact center and unified communications platform for clients worldwide.

You will focus on Genesys Cloud CX Contact Center, with experience in telephony, integrations, reporting, and security in PCI/HIPAA contexts; lead projects, provide technical guidance, and ensure SLA-driven support across 24/7 operations.