Senior Genesys Cloud & Telephony Engineer

ibex; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

ibex in the Philippines is seeking a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communications platform for clients. You will focus on Genesys Cloud CX Contact Center, along with other UC platforms, delivering scalable, reliable solutions.

You will lead projects, provide level-3 support, create configurations, guide development teams, train new joiners, and ensure SLAs are met across global queues.

Qualifications

• 5-8+ years of Genesys Cloud experience in contact center
• Experience with Telephony platforms other than Genesys
• Implementation experience on Telephony, Contact Center, Integrations, Reporting
• Knowledge of PCI/HIPAA environments
• Experience in 24x7 global support
• ITIL service delivery and SLA understanding

Responsibilities

• Design, implement, and maintain Genesys Cloud CX for clients
• Lead projects and provide technical guidance
• Configure and program changes for internal and external customers
• Deliver training and knowledge transfer
• Handle escalations and meet SLAs across queues
• Support on-site and remote deployments
• Collaborate with stakeholders and partners
• Create job aids and MOPs as needed
• Ensure 24x7 global support readiness

Skills

Genesys Cloud

Telephony

Project Lead

Technical Lead

Customer support

SLA management

Tools

APIs

Active Directory

CRM integration

AppFoundry Partners

Job description

ibex in the Philippines is seeking a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communications platform for clients. You will focus on Genesys Cloud CX Contact Center, along with other UC platforms, delivering scalable, reliable solutions.

You will lead projects, provide level-3 support, create configurations, guide development teams, train new joiners, and ensure SLAs are met across global queues.